Amsys Innovative Solutions
Helpdesk Technician- Job Type: Full Time
- Industry Type: IT Sector
- Industry Location: Houston
- Experience: NA
- No. of Positions: 1
- Primary Skills: Windows 10 MAC OS Office 2010 and 2016 IE Chrome Firefox Key Management Servers Exchange
- Secondary Skills: Outlook System Center Configuration Manager FlexLM Directory and Resource Administration (DRA) Cisco IronPort Desktop Support
- Job Location: Houston, Texas
- Posted Date: Posted today
Job Description
Responsibilities for Help Desk Technician
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Manage Help Desk tickets in a timely and efficient manner
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Monitor and response quickly and efficiently to customer issues via phone, email, and computer chat
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Provide customer assistanceand communicate any pending or unresolved issues to direct report each day
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Document all customer interactions in the ticketing system
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Run diagnostics to resolve customer reported issues
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Escalate issues to the next Tier based on level of difficulty
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Install, make changes, and repair computer hardware and software
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Follow-up with customers to ensure issues are resolved
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Train incoming staff as needed
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Resolve technical problems with Local Area Networks (LA), Wide Area Networks (WAN), and other systems
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Collect feedback to determine patterns and issues such that they can be resolved, or FAQs can be provided to customer to ease in troubleshooting
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Submit EOD ticket performance reporting
Qualifications for Help Desk Technician
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Microsoft Certified Systems Engineer designation, preferred
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5+ years of experience working in a help desk environment
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Microsoft O365, Azure AD and Office experience required
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Windows 10 experience
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Flexibility to work a variety of shifts with minimal notice
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Ability to work well with others
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Available to work regular overtime
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Proficiency with a MAC and IOS computers
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Excellent oral communication skills
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Detail oriented and highly organized
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Ability to diagnose and resolve basic computer technical issues
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Preferred experience in the following: SolarWinds, Cisco Certs/Network Troubleshooting, Firewall Configuration (Fortinet/Watchguard), PowerShell, SysAdmin\Server Management (Microsoft\AD\Group Policy), Aruba Central, ConnectWise
For an immediate response, email the resume in the word format to