Help Desk Technician

Help Desk Technician Dentek Systems Inc. Richardson, TX Job Details Full-time $20 - $21 an hour 17 hours ago Benefits Health savings account Health insurance Dental insurance 401(k) Flexible spending account Paid time off Vision insurance 401(k) matching Flexible schedule Life insurance Qualifications Operating systems Software troubleshooting LAN Firewall Computer networking VPN Full Job Description Responsible for handling technical support in a professional and timely manner. The duties include working with other technicians to install and maintain hardware and software (workstations, servers, printers, networks, and vendor specific hardware/software , etc.), while troubleshooting PC issues and responding to IT questions. If no solution is found- escalates to Tier III technician / Technician Lead as needed. Duties|

Responsibilities:

IT support relating to technical issues involving Microsoft's core business applications and operating systems Support of disaster recovery situations Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls and security Basic remote access solution implementation and support: VPN, Terminal Services, and Citrix Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets System documentation and review in ConnectWise Communication with clients as needed - keeping clients informed of the incident progress, notifying them of impending changes or necessary outages Improve customer service, perception and satisfaction Quick turnaround of client requests Work with service dispatch to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently Escalate service requests that require Tier III or Team Lead assistance Responsible for entering time and expense in ConnectWise as it occurs - notating conversations with client to keep most up to date information in the ticket Enter all work under

Service Tickets/Project Tickets Required/Desired Skills and Abilities:

Advanced understanding of operating systems, business applications, printing systems and network systems Interpersonal skills: communication, active listening and client-care, professional telephone skills Diagnosis skills of technical issues and ability to troubleshoot with little assistance Ability to multi-task and adapt to changes quickly Technical awareness: ability to match resources to technical issues appropriately Service awareness: knowledge of IT services for which support is being provided Understanding of support tools, techniques, and how technology is used to provide IT services Typing skills to ensure quick and accurate service request details and ticket notes Self-motivated with the ability to work in an fast moving environment 2+ Years of previous experience or in a similar IT field Ability to travel to on-site (either by personal vehicle or Dentek vehicle) to assist with tickets Work in office, this position is not remote

Job Type:

Full-time Pay:

$20.00 - $21.00 per hour

Benefits:

401(k) 401(k) matching Dental insurance Flexible schedule Flexible spending account Health insurance Health savings account Life insurance Paid time off Vision insurance

Work Location:

In person