Job Overview
We are seeking a skilled Help Desk Technician to join our team. The ideal candidate will provide technical support and assistance to Federal Aviation Administration (FAA), ensuring smooth operations within our IT environment.
Responsibilities
Under close supervision, assists customers experiencing problems with IT resources, or requesting new services. Receive user requests for support by phone, email, voicemail, instant messaging. Using the ITSM toolset, enter ticket; attempt to resolve issue via remote desktop control. Documents all actions taken, and escalates tickets to higher- level support groups as necessary; participates in maintaining and improving helpdesk standard operating procedures (SOPs). Monitors assigned queues, voicemail, web site and other incoming communication methods.
- Respond to user inquiries and troubleshoot technical issues
- Provide timely resolution of problems or escalation on behalf of customers to appropriate technical personnel
- Install, modify, and repair computer hardware and software
- Maintain accurate records of IT issues and solutions for future reference
- Collaborate with other IT team members to enhance overall IT efficiency
Skills
- Proficiency in Mac OS, Windows Server, Linux, and Active Directory
- Ability to analyze complex technical issues and provide solutions efficiently
If you are a proactive problem-solver with a passion for technology and possess the required skills, we encourage you to apply for this exciting opportunity as a Help Desk Analyst.
Education
- High school diploma with at least 2 years as a team member in the subject area of expertise at a minimum.
- Certifications in the related field is a plus but not required if past experience meets the minimum qualifications.
Job Type: Full-time
Pay: $18.00 - $20.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Health insurance
- Paid time off
Schedule:
- 8 hour shift
- Day shift
- Evening shift
- Night shift
- Weekdays
Experience:
- Help desk: 1 year (Preferred)
- Windows: 1 year (Preferred)
Work Location: Remote
