Helpdesk Technician

Company DescriptionSD IT Support offers a full suite of IT support, Network Services, and Consulting. We are a local leader in the IT industry, providing services to many organizations to manage their networks effectively. Our specialties include Managed IT Services, Managed Backup Service, and Managed Security.$23 or DOEJob OverviewThe Help Desk Technician will work with the rest of the IT Department to triage and respond to technical support requests. This position will provide remote support.To be successful in this position the candidate needs to be a great communicator, adaptable, a solid problem solver and critical thinker, and a hardware/software generalist with a focus on client satisfaction.As with any position with SD Reliance, success can be found in this position by someone who always keeps the big picture in mind when tackling a task; someone who is positive and proactive; someone who is a team player, works hard, figures out how to get things done but asks questions whenever they need.Responsibilities and DutiesThe responsibilities and duties of the Help Desk Technician would include but are not limited to:Field incoming client callsIf necessary, create ticket in PSA and log all relevant details about issueDiagnose and resolve common IT incidents that ariseEscalate incidents/service requests that cannot be resolved within a reasonable amount of timeCommunicate with users – keep them informed of incident progress, notify them of impending changes or agreed outages, etc.Participate in technology projects (upgrades, rollouts, remediation, onboarding, etc).Monitor and respond to alerts from our remote system monitoring tools and if necessary, input issues into our service ticketing systemManage equipment and software inventory for clients.Record time spent servicing clients on ticketing issuesDocument all work and issue details, routinely and comprehensivelyOccasionally may require an adjusted work schedule, overtime, and evening/weekend hours in order to prevent or limit downtime for our clients.Education:At least one industry certificate or equivalent post high school educationMinimum: A+, Network+, etc.Experience:· Knowledge of dental practice management software such as Dentrix, Open Dental, Eaglesoft a HUGE plus, but is not required.· At least one (1) year hands-on experience working in a business technology related position, or equivalent work experience.· Experience providing direct, high quality customer service/support· Prior experience working with a PSA ticketing system· Using a managed services product and/or PSA such as Datto RMM or AutotaskQualifications· Firm grasp of tools required to administer Windows platforms (Win 7/10, Window Server 2008/2012/2019/2022)Ability to perform basic troubleshooting on a business LAN\WANAbility to perform quick yet effective troubleshooting of Windows based applications, networking, virus/malware, etcAbility to perform basic tasks in Active Directory.Technical understanding of virtualization technologies such as VMWare and HyperVAble to coach and guide users through basic computer tasksAbility to work independently, while committing to and collaborating as part of a team.Ability to maintain calm under pressure and thrive dealing with the unexpected.Ability to learn and adapt quickly to changing situations, issues, environments, etc.Working knowledge of relevant operating systems, software and programmingA clear understanding of the client/server technology and network architectureExcellent problem-solving, critical thinking skills and decision-making skillsKeen attention to detailGood organization, time management and prioritizationEfficient troubleshooting abilitiesEffective communication skills, including speaking, writing and active listeningGreat customer service and interpersonal skillsGreat project management skills, including organization, planning, time management and prioritizationPhysical Demands:Ability to sit or stand for prolonged periodsMiscellaneous:The Candidate chosen for this position may have the opportunity, after certain training milestones are achieved, to have a flex schedule in which some work can be done nights and weekends, e.g. server reboots, server provisioning, applying updates and other after-hours troubleshooting.Job Types: Full-time, PermanentPay: From $23.00 per hourExpected hours: 40 per week

Benefits

401(k)401(k) matchingDental insuranceHealth insuranceLife insurancePaid time offVision insuranceSchedule:Day shiftMonday to FridayWork Location: Remote