Level 1 IT Helpdesk Technician

Byte Bak Solutions is seeking an IT Helpdesk Technician to support our portfolio of clients. In this role you will act as the first point of contact for answering clients’ inquiries and supporting clients seeking technical assistance, primarily remote, but onsite as needed. The technician must be customer service oriented, patient and professional. The goal of this role is to create value for our clients by providing IT support and solutions.

What will be my job duties and responsibilities?

Perform remote troubleshooting through industry-standard diagnostic tools and techniques.

Ability to ask the appropriate questions to determine the best solution(s).

Provide efficient and effective technical assistance on various computer systems.

Answer inquiries on technical issues and use our remote management tools to implement solutions.

Ability to walk clients through any problem-solving processes.

Ability to identify and escalate unresolved or overly complex issues.

Provide accurate information on IT products or services.

Stay apprised of the latest technological trends and best practices.

Record events, problems, and resolution in appropriate logs

Follow-up with clients to update them on their issue’s status.

Pass on any feedback or suggestions by our clients to the appropriate internal team.

Identify and suggest possible improvements on procedures.

Required Qualifications:

Must have good technical knowledge.

Proficient in English and excellent communication skills (speaking and writing).

Self-starter, able to work independently without supervision.

Working knowledge of MS Office products.

A basic understanding of computer systems, mobile devices.

Basic understanding of Microsoft Windows operating systems and IP networks.

Ability to diagnose and resolve basic technical issues.

Customer-oriented and patient or “cool-tempered”

High School Diploma

Preferred Qualifications:

CompTIA Network+ certification

CompTIA A+ certifications

Proven experience as a help desk Technician or other customer/client facing support role.

Proficient in Spanish

Basic understanding of cloud technologies

Shift: This is a 20 hours a week (M-F), part time role with eventual growth to full-time, 40 hours a week. The perfect candidate will be open to working weekends and outside of normal business hours occasionally.