Job Description

Optimized IT is regional in scope, providing Managed IT Services to small to mid-sized organizations including Business, Not-for-Profit and K-12 markets. We are seeking a highly skilled Help Desk Support Technician with good client communication skills and an appetite to solve problems.

Job Summary: The Help Desk Support Technician will be primarily responsible for the Tier 1 level of support for Optimized IT and all

Optimized IT’s clients. This role will also involve interaction with Optimized IT’s other support departments in times of escalation needs.

On-call availability will be required. Technician will be competent in all facets of Desktop, PC Hardware, and Customer Service.

Functions/Responsibilities:

• Provide Help Desk support and troubleshooting for client end-users
• Actively monitoring Optimized IT’s ticketing system for inbound client tickets
• Remediating issues with Optimized IT’s customer’s workstation and/or software
• Proactive remediation of any issues discovered with services and/or products offered under the Optimized IT portfolio
• Provide continual status updates to customers regarding trouble tickets.
• Open internal trouble tickets on Optimized IT vendor hardware/software issues and assign to and work with appropriate
• groups to achieve resolution.
• Create trouble tickets for detected issues that are defined as “Out of spec”.

Desired Competencies and Skills:

• Strong knowledge of Windows Desktop Operating Systems
• Strong knowledge of PC Hardware and associated peripherals
• Strong knowledge of Microsoft patching Windows Desktop Operating Systems
• Some experience of Networking including Subnets, NAT, DHCP, DNS, etc.
• Experience with Microsoft Server is a plus
• Experience with Virtualization is a plus
• Experience with Firewalls is a plus
• Experience with macOS is a plus
• Attention to detail and accuracy
• Good time management skills and able to multi-task
• Excellent organization skills
• Ability to work well and communicate with all areas of the company as well as external customers and vendors
• Advanced PC/keyboard/navigation skills
• Highly motivated, energetic, self-starter
• Adaptable to change and able to work under pressure

Perks:

• An easy-going environment and culture (we all enjoy what we do)
• The flexibility to work from home (we run a hybrid office (Mon-Tues in office; Wed-Fri Work from home)
• A Stand-Up Desk and your own lego set
• A Proactive Approach to Ongoing Training to help you develop life-long skills

Physical Requirements:

• Highly mobile position. May require lifting (up to 30 pounds) of computer, server or network equipment and related
• accessories.
• Writing and typing abilities required for computer functions.
• Requires standing, walking and driving a vehicle for extensive periods of time.

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