Helpdesk Technician

The Level 1 Help Desk Technician serves as the first tier of technical support and assistance for JBC client help desk requests related to computer systems, hardware, and software. This role is responsible for responding to client queries to provide technical assistance and/or escalate issues as needed. The Level 1 Help Desk Tech maintains currency of knowledge with respect to technology, equipment, applicable laws, regulations, standards and/or systems, in addition to performing miscellaneous job-related duties as assigned by department head.

Primary Responsibilities: 

• Serve as the initial point of contact for all help desk outreach with intent to filter incoming requests by type and nature while providing basic support and troubleshooting assistance. 
• Use effective communication skills to properly gather and analyze client details regarding user issues and determine the most effective way to resolve problems. 
• Assist with the installation, configuration and maintenance of computers, networks, workstations and/or other related equipment and devices.
• Work alongside other technicians to provide user support for desktops, laptops and other computer devices.
• Provide support for identified Level 3 issues where configuration solutions are documented
• Maintain documentation of support processes, procedures and user instructions for IT equipment and software. 
• Assist with configuration, setup, and installation of IT infrastructure projects.
• Participate in weekly team meetings and bi-weekly leadership meetings to ensure expectations are being met and deliverables are compliant with JBC policies. 
• Document internal processes and procedures related to responsibilities.
• Responsible for entering time and expenses in accordance with firm policies. 
• Understand JBC processes by completing assigned training materials. 
• Manage monthly client billings in a timely manner.
• Engage and lead various technical activities.

• Associate’s degree in computer science, Information Technology or a related field; or one to two years related experience and/or training; or equivalent combination of education and experience.
• Office 365 administration experience required.
• 1+ years of professional experience in technology-related fields; managed service provider experience preferred. 

Other Skills, Abilities and Requirements:

• Reliable form of transportation 
• Criminal background check 
• Overnight travel
• After hours’ support 
• Ability to lift over 40 pounds