Helpdesk Support Technician - Tier 1

Helpdesk Support Technician - Tier 1

26 Feb 2024
California, San francisco bay area 00000 San francisco bay area USA

Helpdesk Support Technician - Tier 1

Vacancy expired!

ArcSource is currently seeking a driven and growth-oriented individual to join our team as a full-time Tier-1 Helpdesk Support Technician. The ideal candidate will have experience in Windows technical support and must be on-time, flexible, good-humored, and client-focused.

We are a diverse and successful team, providing best-in-class Managed IT Services to small and medium businesses around the San Francisco Bay Area. We work hard as well as smart, but that’s never stopped us from having fun along the way. We are looking for like-minded individuals that are interested in building a company with us.

If you are passionate about helping people and working with a close team of problem-solvers to meet customer demands, this is an opportunity for rapid and flexible growth. You will spend time both at our office and at the offices of our customers to provide excellent service in a variety of circumstances.

Our Helpdesk Support Techs are responsible for the management, troubleshooting, and resolution of reactive service issues from our clients. This customer service position requires excellent communication, technical skills, and comfort discussing computer issues with clients in plain English, not 'tech talk'.

Occasional evening and/or weekend hours required. This is a flexible position with potential to grow into a career that you can help customize. Helpdesk Techs have lots of opportunities for advancement at ArcSource in multiple areas of service.

Required Personal Skills

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- Excellent verbal and written English communication skills

- Adaptive and creative problem-solving skills

- Very detail-oriented in planning, implementation, and follow-up

- Confident in working independently, but also a strong team player

- Computer hardware and software aptitude

- Poised and patient during phone-based tech support discussions

- Able to work across a range of tickets with various timelines and priorities

- Reliable and on-time

- Positive attitude and strong commitment to customer satisfaction

- Comfortable working with a variety of clients, coworkers, and vendors

- Energetic and able to switch gears quickly from task to task

- Desire to learn independently and on the job

Desired Technical Skills

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User Support:

- Phone support or helpdesk experience

- Windows 10 and macOS troubleshooting and configuration

- Network printing troubleshooting and configuration

- Malware eradication

- Google Workplace (formerly G Suite, Google Apps) administration

- Microsoft O365 administration

- Screen Sharing: Remote Desktop, Splashtop, etc.

- Hosted VOIP system administration

- iPhone, iPad, and Android support

Networking:

- WiFi networking setup and troubleshooting

- TCP/IP network design, setup, management, troubleshooting

- VPN server and client setup and issue resolution

- DNS, DHCP, port forwarding, ping, and traceroute

- Internet domain and DNS management (including public MX, A, CNAME, SPF, TXT, etc)

Other:

- Windows server troubleshooting and administration

- Active Directory management

- Cloud backup services like Carbonite, Backblaze, Acronis, StorageCraft, iDrive, etc.

- Server backup technologies like ShadowProtect, Veeam, or Datto

- Ticket management tools like AutoTask, ConnectWise, ZenDesk

Primary Responsibilities

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- Deliver technical support to our clients, including working with escalation resources to solve complex problems.

- Help keep our clients’ end-users productive by documenting, monitoring, and resolving issues in a timely manner.

- Work with the Helpdesk Team Lead to manage expectations and service levels with our clients.

- Manage and monitor our clients’ computers, networks, servers, and systems.

- Troubleshoot issues regarding servers, desktops, laptops, networks, wireless, hardware, and software.

- Update client IT documentation.

- Perform root-cause analysis and resolution.

- Research knowledge base resources for technical solutions and configurations and create new technical documentation.

- Work within the framework of our customer service processes to provide the highest quality assistance to our clients.

- Enter detailed notes and time entries on all issues in real time throughout the workday.

Compensation

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Hourly pay $18/hr - $30/hr, compensation commensurate with experience. Benefits package includes paid holidays, paid time off, medical benefits, 401K plan, and more.

How to Apply

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Please email your resume to the Craigslist address above.

We ask that candidates please be able to safely lift, move and carry boxes, computers, batteries, TVs, and monitors, weighing up to 50 lbs, without assistance.

More About ArcSource

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ArcSource Consulting Inc. is a premier provider of IT consulting and support services to professional services firms and nonprofits in the Bay Area—serving San Francisco and the entire East Bay. We are a Managed Service Provider, meaning that we proactively manage and assume the responsibility for providing a wide range of IT services to many different companies. We are Windows and Mac experts who focus on best practices. We also implement and recommend a wide variety of cloud services to help our clients with productivity, communication, and collaboration.

Our office is located in West Berkeley, surrounded by many fantastic eateries and cafes. Some perks of working at ArcSource include: highly collaborative workplace, lots of natural light, all you can drink coffee and tea, as well as lots of free snacks, an open office plan, free web hosting, and exposure to tons of cool technologies. Our team is a friendly bunch of folks who enjoy working together and having fun. We value people, client service, excellent communication, learning, and knowledge sharing.

ArcSource is committed to creating a diverse work environment that represents the diverse Bay Area community around us. We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics or medical conditions, disability, age, marital status, or veteran status.

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