Help Desk Technician (On Site)

The McLane Intel help desk team creates ongoing value for our clients by providing quick, effective, and intelligent solutions for their technical issues. By ensuring the stability of our client's systems and assisting clients in time of need, the Help Desk Technician provides support and engages closely with our project and escalation teams to provide long term solutions. Succeeding in this role will present numerous opportunities for the right candidate to grow within the company.
Responsibilities:
Customer Service – Our Help Desk Technicians communicate with our clients daily. Every technician will deal with incoming issues and requests in a professional, courteous manner over the phone. Every interaction needs to reassure our clients that they are important to us and that we want them to be successful. Regular communication on issues we are working on is paramount to earning our client’s trust on an ongoing basis.
Resolution – Maintain and develop own knowledge and skills to assist with first time ticket resolution. Clients call our Help Desk to fix their issues. We will follow best practice to determine the root cause and fix the problem quickly. Ensure all issues are addressed and cleared within SLA – escalating to other internal and external teams as appropriate
Documentation – All client interactions need to be recorded in our tracking system for future reference. All changes in our client’s systems need to be documented in order to help all team members be successful.
Requirements
Be self motivated and with a drive to serve our clients and our team with integrity
Exhibit experience with Microsoft products including Windows Desktop, the Office Product Suite, and Microsoft 365 servers
Exhibit experience with Windows Server Environment including the use of Active Directory and Group Policy
Exhibit experience with Windows Remote Desktop in a corporate environment
Exhibit experience with network troubleshooting/configuration including basic configuration of managed switches and firewalls
Participate in our rotating on-call roster
Must be Customer and Team oriented
Excellent customer service
Preferred Skills:
Experience troubleshooting/configuring VOIP phone systems
Experience troubleshooting Mac workstations
L1 &
L2 Support Workstation,Windows Servers, Network Firewalls VMs
Experience in a call center environment
Qualifications:
Associate Degree in technology related field or hands on experience can be substituted for degree
Microsoft Certification MCSA, A+, Network+, CCENT, or actively pursuing a certification, preferred but not required
Minimum 2 years experience in a technical help desk role or related technical experience
Minimum 2 years experience with software and hardware troubleshooting;
examples:
desktops, laptops, servers, email technologies, firewalls, switches, wireless, and mobile devices
Benefits
Health, Dental, Vision, and Prescription insurance
Short-term and long-term disability benefits
401K
Flexible Spending Accounts
Company provided Life Insurance
Paid Vacation, Sick Leave and Holidays