Technical Support Engineer (West Coast Hours)

TYSON & MENDES is looking for an IT Help Desk Technician to be remote support assisting firm employees nationwide. This candidate is responsible for troubleshooting issues and determining the best course of action for a solution. as well as problem solve for multiple locations and platforms including ongoing technical support to remote area networks, Internet and EDI communications. 

A successful IT Technician must have a good, working knowledge of computer software and hardware and a variety of internet applications, networks, Microsoft 365, and Windows operating system. The ideal candidate will also have great troubleshooting abilities, sense of urgency, and attention to detail.  

This position is either an 8:30am-5:00pm or 9:00am-6:00pm Western Time shift. You will report directly to the IT Supervisor.  

Responsibilities

• Administer end-user workstations and support end-user activities utilizing Microsoft Windows


• Analyze and resolve network hardware and software failures if/when they occur


• Daily management and training of network devices and security, Document Management Systems, Microsoft Office Suite, WAN/LAN, including remote computing solutions and desktop support


• Ability to translate technology to non-technical staff and users 


• Provide orientation and guidance to users on how to operate new software and computer equipment


• Maintenance and dissemination of desktop hardware including peripherals and hardware driver installation


• Identify and resolve issues related to desktop hardware and software issues both locally and at remote locations


• Ability to research and collaborate in resolving issues associated with software applications. 


• Maintain records/logs of repairs and fixes within ZenDesk


• Other priorities and projects as assigned

Requirements

• 2+ years of relevant work experience in a service desk or help desk role


• Associates’ degree or higher in Computer Science, Engineering, or a related discipline


• CompTIA A+ certification preferred 


• Experience working in ZenDesk, ServiceNow, FreshDesk or a similar ticketing system preferred


• Experience working with and troubleshooting wireless network support


• Experience working in a Windows, Microsoft 365, Exchange, and Azure environment


• MacOS and iOS  knowledge/experience a plus


• Working knowledge of LAN/WAN networking


• Ethernet, cabling, hubs, network protocols, printers/scanners/copiers, LCDs, and multimedia presentation technologies support 


• Excellent ability to troubleshoot hardware and software issues


• Excellent technical and problem-solving skills


• Outstanding organizational and time-management skills


• Excellent written and communications skills


• Excellent interpersonal skills and an understanding of technical resources 


• Outstanding sense of urgency


• Experience working in an ITIL or ITSM environment required


• Experience writing and/or contributing to team documentation library preferred