Help Desk Technician
Location: Indianapolis, IN
Job Summary: Fast paced position for help desk at established MSP, with a focus on troubleshooting and customer service. Responsibilities include fielding customer requests, help desk activities (remote and phone support), user account maintenance, installs, systems quality assurance and quality control. This is an in office position.
Opportunities for advancement are virtually unlimited with additional responsibilities, training and certifications.
Key Areas of Accountability
1. Customer Service
A. Responsible for providing remote, telephone and in person support to customers.
B. Responsible for responding to problems, incidents and service requests for PCs, applications, peripherals and basic networking connectivity.
C. User account maintenance (creation, deletion, role-based access) in various systems and applications.
D. Maintenance of Managed Services subscriptions.
E. Escalating requests to Tier 2 team members.
F. Maintain an awareness of team schedules and efficiently schedule ticket resolution.
2. Internal Systems Support
A. Assist other team members as needed.
B. Maintain internal monitoring and management applications.
C. Maintain inventory on a monthly basis.
D. Maintain standard operating procedures and documentation consistent with company policy.
3. Reporting and Record Keeping
A. Accurately keeping record of ticket resolution and time on a 40 hour-per-week basis.
B. Responsible for providing periodic reports regarding work in progress.
C. Responsible for providing period reports regarding issues or concerns at clients’ sites.
Compensation
$40,000 + (commensurate with qualifications and experience)
Opportunities exist for career growth and additional compensation with increased responsibilities, technical skill and certifications.
Benefits include paid time off, health insurance, career advancement, company holidays and 401k.
Position Qualifications
1. Education: Must have college degree or equivalent. Prefer a bachelor’s degree in computer science, technology or related field and A+, Network+, Microsoft or related certifications.
2. Work Experience: Prefer 2 years of experience (or equivalent) in the computer field with a good working knowledge items such as: TCP/IP networks, Microsoft operating systems, Microsoft application and peripherals. Lab experience is acceptable.
3. Working Conditions: Work is performed in a normal office environment and at customer sites which are typical offices and rarely may involve some discomfort due to heat, dust, noise, etc. This position may require some driving and individual must have a valid driver’s license and meet the company’s driver insurability requirements. On occasion, the ability to lift up to 50 pounds is required.
4. Training Requirements During Employment:
SIM2K provides vendor specific training and reimburses for most certification-based technical training upon successful completion.
5. Characteristics, Skills and Abilities:
A. Initiative: The degree to which the employee actively attempts to influence events to achieve goals, initiate activity directed towards accomplishing assignments rather than passively waiting for assignments or directions; takes action to achieve goals or assignments.
B. Work Standards: The degree to which the employee sets goals or standards of performance for himself or herself; Self-imposes standards of excellence rather than having standards imposed by others.
C. Ability to Learn: The degree to which the employee is able to assimilate and apply, in a timely manner, new job related information that may vary in complexity.
D. Integrity: The degree to which the employee maintains and promotes social, ethical and organizational norms in conducting internal and external business activities.
E. Teamwork: The degree to which the employee works effectively with teams, work groups, or those outside formal lines of authority in order to accomplish assignments or goals; takes action that respects the needs and contributions of others.
F. Planning and Organization: The degree to which the employee establishes a course of action for himself or herself in order to accomplish assignments or goals.
G. Judgment: The degree to which the employee is able to develop alternative courses of action and make decisions that are based on logical assumptions and that reflect factual information.
H. Oral Communication: The degree to which the employee is able to verbally express ideas and/or convey information clearly and effectively in one on one or group situations.
I. Problem Solving: The degree to which the employee is able to secure relevant information, compare and contrast data from a number of different sources, identify key issues and their relationships as well as their impact on situations or problems. In addition, determine alternative courses of action that will have a positive effect.
J. Customer Service: The degree to which the employee makes an effort to listen to and understand the customer (both internal and external) and anticipates customer needs, giving high priority to customer's satisfaction.
K. Follow-Up: The degree to which the employee establishes processes to monitor the results of delegated assignments, his or her own assignments, goals or projects.
