Help Desk Support Technician

We are seeking a self-directed and highly detail oriented individual to join our team as a Help Desk Technician. This role will support our client database at our Lewes, DE office location.

Duties / Skills :

All help desk personnel need excellent problem-solving, communication and interpersonal skills, along with patience, a customer-friendly attitude and the ability to work in a team environment. In addition, technicians should have a strong technical understanding of technology, including the various hardware, software and networking systems being support.

• Responsible for installation and maintenance of desktop computers, applications and related technologies.
• Responsible for end user support for all computer and communications systems, networking and server-side maintenance.
• Applicant must provide professional, prompt and courteous end user assistance for all computing devices and applications.
• Troubleshoot and replace hardware, hard drives, memory, and other networking peripherals. Install operating systems, reload, desktops and notebooks.
• Work with help-desk ticket system to track and resolve issues.
• The qualified applicant must have the ability to handle a large number of calls and tickets and the ability to work with users of all levels.
• An eager and helpful attitude is a must. Work is performed with little supervision and requires initiative and judgment.
• Tier I - Taking initial telephone or email inquiries and troubleshooting and managing relatively simple hardware, software or network problems.
• Tier II - Resolving more complex issues requiring detailed systems and application knowledge; these issues have been escalated from Tier I; Deciding whether to generate a trouble or work order ticket for issues that will require a visit to the user's PC or workstation
• Tier III - Researching and resolving the most difficult and complex problems that other help desk levels have been unable to resolve; Analyzing and identifying trends in issue reporting and devising preventive solution; Mentoring other help desk personnel on hardware and software problem analysis and resolution

BENEFITS :

POSITION TYPE : Full-Time / Regular

REQUIRED EXPERIENCE :

PHYSICAL :

The employee is required to stand; walk and stoop, kneel, crouch, or crawl. The employee must frequently lift and / or move up to 10 pounds and occasionally lift and / or move up to 25 pounds.

ADDITIONAL GUIDELINES :

JOB LOCATION :

Lewes, DE, United States

No relocation assistance provided