Client-Focused IT Help Desk Technician; Remote & Onsite

Help Desk Technicians provide remote and onsite management of multiple client networks of various sizes and levels of complexity. This position requires handling a full range of tasks, from WAN/LAN and server troubleshooting to user desktop issues. The Help Desk Technician must also provide superior service consistently.

Specific duties include:

• Be familiar with and capable of supporting and troubleshooting the common small business technologies, particularly Microsoft products
• Be competent in the fundamentals of networking technologies and theories and be able to troubleshoot common small business challenges related to such
• Deliver excellent customer service onsite and via the telephone including:
  • Building rapport with the client
  • Making them feel comfortable with working with you
  • Inspiring confidence in the solutions you are delivering
  • Being conscious of their time and level of frustration
  • Following up when you say you will
  • Inputting complete and accurate notes in the internal systems
  • Effectively managing your time and the resources to make sure that you are delivering the highest value to clients

• High School diploma or GED, some college preferred
• At least 3 years of experience in the IT services field
• Thorough understanding of small business technology; particularly Microsoft products
• Microsoft Certified Professional certification strongly preferred
• Cisco Certified Network Associate is a plus
• Passion for teamwork, continuing education, problem solving and exceptional customer service
• Must be well spoken, outgoing, organized, detailed-orientated, dependable and flexible
• Advanced Windows XP experience preferred