Junior help desk technician job description

AutoCrib is the leader in industrial vending technology. We design and create all of the software and hardware in-house to help manage inventory for our customers. Our industry is vast; customers range from manufacturing to government to retail to data centers. We are a growing company that is looking for candidates who are looking for a challenge and like to wear a lot of hats. AutoCrib is big enough to provide the resources you need, but small enough to still feel like a family. Our culture is work hard, play hard. We believe in giving employees autonomy to make their own decisions and actively help them with their career path. Our benefits include healthcare, 401k, life insurance, and PTO.

Candidate will deliver excellent customer experiences in a fast-paced environment. We are looking for candidates who are decisive, confident, and tenacious in their decision making with a high technical aptitude. If you are self-motivated to resolve issues quickly, then we want you to apply!
Responsibilities
• Provide Level 1 product support to resellers and end users.
• Troubleshoot and assist customers via phone, web based tools and email.
• Research customer issues and collaborate with Level 2 Systems Analysts in order to provide the best product support possible.
• Create Return Authorizations for products and items being return for return or credit
• Maintain detailed records through Help Desk Software and other tracking databases
• Closely involved in database management, quality reporting and providing metrics to management
• Work closely with multiple departments including but not limited to: Quality Assurance, Engineering, Accounting, Production, and Repair Technicians
• Occasionally help with internal technical issues when needed
Qualifications
• Ability to handle clients professionally and courteously (specifically in a high pressure, fast paced environment).
• Excellent written and verbal communication skills.
• Strong technical and analytical skills.
• Solid experience in troubleshooting and resolution of software and hardware problems.
• Proven ability to function in a self-directed environment.
• Must excel in a fast-paced, agile environment where critical thinking and strong problem solving skills are required for success.
• Innovative thinker who is positive, proactive, and readily embraces change.
• Assist resellers and end users in order to optimize installations and configurations in a complex network environment.
• Ability to articulate technical information to non-technical users.
• Must be detail-oriented and self-motivated
• Must be a team player, organized and have good interpersonal skills
Preferred Skills
• Experience working in an IT Service Desk, Help Desk, Desktop Support, or similar position within a high tech, fast paced environment.
• Documentation skills (ability to clearly and concisely enter detailed information into ticketing application)
• Proficient with use of Microsoft Office software
• Computer hardware/software troubleshooting skills
• Basic computer hardware knowledge, i.e. USB, VGA, video resolution
• Basic Windows OS (Windows 7, Windows 10) knowledge
• Basic network administration skill for software connectivity
• Knowledge of Microsoft SQL Server & Management Studio

Enterprise Horizon Consulting Group is looking for a Systems Analyst/Help Desk Technician to support our Navy client based in Yorktown, VA. Remote or hybrid work is available. The person in this roll will assist with and/or perform functional duties under the oversight of more senior positions to:

Research and analyze science, engineering, business, and other data processing problems to develop, recommend, and implement solutions to complex applications problems, system administration issues, or network concerns.

Perform systems management and integration functions, improve existing systems, and review system capabilities, workflow, and schedule limitations. Analyze and recommend solutions.

Transform user requests or requirements into technical design specifications and serve as a liaison between various parties.
Work Schedule: Partial on-site or remote work is available.

Requirements

Active Secret Clearance is required.

Security+ certification is required.

Bachelors Degree in a related field is required.

At least 1 year of related work experience.

Excellent analytical and critical thinking skills.

Excellent oral and written skills.

Proficient in Microsoft applications such as Word, Excel, PowerPoint, and Outlook.

Ability to work independently and as a team member.

Ability to learn and apply technical concepts to assigned duties, analysis, planning, and coordination between network and data communications hardware and software.

Military Installation Access: This position resides on a military installation in Yorktown, VA.

Active Secret Clearance is required.

U.S. Citizenship required.

Must be able to qualify for and obtain a base access pass in a timely manner.

Must be able to obtain a favorable National Security Agency Check (NACI) including an FBI fingerprint check.

Benefits

We offer full-time salaried employees competitive salaries with a range of benefits, including medical, dental, vision, simple IRA with company match, federal holidays, vacation time, and sick leave.

Another Way to Put $500 in Your Pocket

If this position is not a perfect fit for you, but you know someone who would be a great match, please refer them to us via our Candidate Referral Program using the following link:

If we hire them, you could receive $500! See the link for further details.

Enterprise Horizon Consulting Group does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, marital status, sexual orientation, gender identity, national origin, ancestry, age (40 and over), physical or mental disability, or protected veteran status, or any other protected status in accordance with all applicable federal, state and local laws. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, marital status, sexual orientation, gender identity, national origin, ancestry, age (40 and over), physical or mental disability, or protected veteran status, or any other protected status in accordance with all applicable federal, state and local laws.

Do you love winning people over and making someone's day amazing? Can you take “tech lingo” and break it down for the client in simple terms? Are your communication skills top-notch and highly professional? Do you thrive in positions that require a high proficiency in multitasking and time management? Are you energized by solving problems? You might be a great fit for this position! The right candidates might also be searching for jobs titled Help Desk/Desktop Support, Level 1 Support, Tier 1 Technician.

What You Bring to the Role

EXPERIENCE REQUIREMENTS

• Candidates must have three or more years of work experience in customer service or service industry positions where he/she has demonstrated excellent customer service.
• Candidates must two or more years of experience with supporting Microsoft Windows Desktop OS and Mac OS, Windows Servers and general application support.

RESPONSIVE CUSTOMER SERVICE SKILLS

• Assist with incoming client requests for service.
• Address time sensitive issues promptly.
• Identify, categorize and organize tickets according to priority and severity.

EXCELLENT, PROFESSIONAL COMMUNICATION

• Strong written/oral communication skills and interpersonal relationship skills required to interact successfully with senior management, clients, and visitors.
• Demonstrated ability to make difficult concepts easy to understand to the client.

LOGICAL TROUBLESHOOTING SKILLS

• BASIC LEVEL Desktop, server and network infrastructure troubleshooting and maintenance.
• Monitor queues, email and phone systems for incoming client requests
• Effectively leverage Connectwise Manage for ticket workflow and escalation process.

MULTI-TASKING & STRATEGIC THINKING

• Candidates will be required to field incoming requests while working on several items at one time. Must be able to meet deadlines and effectively communicate issues/solutions.
• Project Execution experience is helpful.
• Onsite IT Support will include troubleshooting, policy alignment, patch/software mgmt, workstation/server builds, MDM

DIVERSE & PROFICIENT TECHNICAL SKILLS

• Practical skills with Desktop Hardware is required
• LAN topology and end-user application support is desirable
• Entry-level experience in all Microsoft Operating Systems and Applications is required
• Experience managing vendor relationships a plus
• Certifications - MCSE, MCP, CompTIA A+ and Network+ are a plus, but not required. Any additional specialized certifications are a plus.
• Working knowledge of desktop applications in a Windows environment (Antivirus, Office, misc. industry specific applications) is desirable
• Working knowledge of virtualization technology (both servers and workstations) is desirable
• Working knowledge of corporate backup solutions is a plus

PHYSICAL REQUIREMENTS

• Able to lift 75 pounds (Servers, Computers, Network Hardware, Cabling, etc.)