IT Help Desk Technician

• Monitor inbound help desk tickets through various channels (phone, email, chat).
  
• Initial triage and troubleshooting of incidents
  
• Resolve basic PC, smartphone, tablet, printer and access related issues
  
• Escalate complex system, network or hardware related issues to the appropriate team member
  
• Properly tag and classify tickets to drive accurate reporting
  
• Follow up on closed tickets to ensure customer satisfaction
  
• Analyze closed tickets to determine common themes
  
• Draft and publish knowledge base articles to address common requests and/or issues
  
• Shadow IT Asset Management, Network, Infrastructure and security teams as time allows to build additional skills to aid in troubleshooting
  

Requirements

• A strong work ethic coupled with a curious mind, a willingness to learn and a desire for growth in the IT field
  
• Strong written and verbal communication skills
  
• 1 – 2 years of IT experience (Helpdesk, Asset Management, and/or Infrastructure)
  
• Experience working within a ticketing system (Zendesk, Servicenow, Jira, etc)
  
• Experience with Microsoft O365
  

Benefits

• Medical & Dental Insurance through Blue Cross Blue Shield
  
• Vision Coverage through VSP
  
• Generous Paid -Time -Off Program
  
• Fidelity Investments 401k
  
• Disability, Life, Accident & Illness Insurance Packages
  
• Discounted Fitness Memberships
  
• Free & Discounted Work/Life Resources
  
• Career Advancement Opportunities
  
• On -Demand Professional & Leadership Development