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Help Desk Technician

Dallas

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Job Description Job Description

The Help Desk Technician will be responsible for day to day support, ticketing system flow, coordinating support sessions with users and escalating issues to coworkers or supervisors on as needed basis as well as assist with ongoing technology projects.

This will include basic troubleshooting of workstations, printers, network connectivity, etc. Once you have a handle on the basics, we will train you into higher level skills such as firewalls, server deployments, group policy, email migrations, etc.

The Help Desk Technician adheres to the LG Networks IT processes and is highly customer focused.

Position Responsibilities and Duties

· Responsible for providing end user support for troubleshooting of desktop, laptop, printers, network connectivity, etc. both on site and remotely.

· Onboarding and offboarding for customers

· Carefully document end user support and add to our knowledge database.

· You will be working with our partnered vendors and IT staff to provide end user support.

· Work in an effective and timely manner to resolve tickets in the ticket queue.

· Coordinate with other IT staff and users to identify the need for new systems and/or recommend enhancements to improve IT operations.

· Participate in a rotating on-call schedule.

· Document all activities and monitoring time spent on tickets in our helpdesk ticketing system.

Qualifications

· High school diploma or equivalent required; some college preferred.

· 1 year of technical experience in a help desk environment supporting a diverse user base.

· Strong knowledge of Windows Operating Systems and Microsoft Office.

· Valid drivers license.

· Excellent verbal and written communication skills.

· Excellent customer service skills and a customer centric mindset.

· Ability to work well in a team and in an organized fashion working alone.

· Candidates with Exchange break-fix, VMware ESXi 5.5- 7.0, Windows Server or SonicWALL experience are highly desirable. Candidates with these skills and/or Helpdesk experience will be looked at first.

Hands-on Technical Interview

· Candidate must be able to demonstrate the following:

· Join a Server/PC to a domain

· Assign a server role

· Create a new user in AD

· Assign a user to an AD Group

· Set a static IP address

· Create a new Microsoft 365 user and assign an Administrator Role

· Identify and explain Server/PC network configuration values

· Map a network printer

· Map a network drive

· Create a Microsoft Outlook email profile

· Install NetExtender or GVC client and format for new VPN user

Company Overview

When other computer network support companies puts customers on hold, LG Networks puts our customers first. Our world-class computer network customer service and repair along with our unique partnership approach are a step above the rest, with proactive, personalized computer, hardware and network solutions that minimize downtime and maximize productivity. We are ready with the computer and network support and expertise to keep our customers focused on running their business.

Company Description LG Networks delivers proactive computer and network maintenance services through our Managed Services. Allowing companies to focus on their business, not technology.

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