IT Help Desk Technician - Tier 1

JOB SUMMARY

An IT Help Desk Technician’s primary role is to provide remote and on-site IT support to various business clients. Headed by a Team Leader (tier 2), IT Help Desk Technicians are part of a support team designed to act as a complete IT department for multiple business clients. IT Help Desk Technicians will perform most IT support services remotely, but will also provide support on-site in cases where remote service is not possible. In addition, IT Help Desk Technicians will assist in our service center, performing many different types of computer related repairs, upgrades, installations, and troubleshooting techniques.

This position is perfect for someone with some existing IT support experience and strong interpersonal skills. This is an excellent way to begin your career in the IT industry!

APPLICANTS: Please visit www.insideoutnetworking.com/careers to fill out a career application for this position.

COMPENSATION

This is a full time, salaried position with a pay rate based on the applicant’s skills and experience.

CORE JOB FUNCTIONS

• Respond by phone and email to help desk requests and phone calls regarding issues with computers and/or networking equipment, and initiate remote connections when necessary
• Pick up computer equipment from a client to be worked on in our service center
• Return computer equipment to a client and perform additional services on-site when needed
• Perform advanced troubleshooting on computer hardware and software to determine appropriate service recommendations
• Facilitate hardware upgrades and repairs on desktop and laptop computers
• Perform routine computer services remotely on client computers
• Assist with performing services on computers in our service center
• Execute software installations ranging from simple programs to operating systems on both PCs and Macs
• Educate clients about services performed on their equipment and answer any questions they may have

ADDITIONAL JOB FUNCTIONS

• Assist with managing company inventory as well as client-specific special orders
• Assist with general company marketing tasks

MINIMUM REQUIREMENTS

• Enthusiastic, positive attitude and sense of urgency—this is one of the most important requirements
• Expertise in Windows 7/8/10/11 and some knowledge of macOS
• Past experience with troubleshooting computer hardware, software, peripherals, operating systems, and basic networking equipment
• Ability to work both independently and in a team environment
• Capable of multitasking at all times while keeping track of overall progress of each task
• Strong problem-solving skills and research abilities
• Self-motivated and able to stay well organized
• Comfortable with client phone conversations—providing company information to clients, description of services, scheduling appointments, and troubleshooting steps
• Excellent customer service skills and the ability to deal with high pressure situations while maintaining control and a professional manner
• Professional writing skills (email, letters, etc.) and the ability to type at least 40 words per minute
• Basic sales experience either on-site or in a retail setting
• Must be able to work Monday through Friday 8am to 5pm

PREFERRED QUALIFICATIONS

• Previous experience with Windows server operating systems
• Previous work experience as a computer technician or similar role
• Previous experience with sales (preferably computer & networking related equipment)
• Previous work experience with speaking to clients on the phone (providing customer service and/or sales consultation)

ABILITIES REQUIRED

• Must be able to lift a minimum of 40 pounds

DISCLAIMER

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Job Type: Full-time

Pay: $34,000.00 - $42,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Application Question(s):

• On a scale from 1-5, please rate your overall experience in the IT industry.
• Briefly summarize any personal and professional experience you have related to this position. Tell us why you think you are a good fit.
• Briefly describe where you see yourself in five years in terms of your professional career.
• This position involves a lot of typing. We prefer candidates who can type at least 40 words per minute. Please let us know roughly how fast you can type.
• Do you have your own reliable vehicle to use for transportation to and from work as well as possible work related on-site appointments?
• InsideOut Networking has a business casual dress code. Is this something you will be able to conform to? Please explain.
• InsideOut Networking may request a drug test and/or background check for potential staff members. Would you be willing to participate in these steps as part of the hiring process? Please explain.
• Driving company vehicles may be a required part of a position with InsideOut Networking. Please describe any moving violations or accidents that you have been involved in within the last 12 months.
• Please list your salary and benefit requirements.
• An acquaintance of yours wrote you an email asking for advice on buying a new computer. They want to know if they should buy a Mac or a PC and they are interested in your recommendations regarding specifications and which brand they should purchase. They are a casual user who mainly browses the web, works on documents, and plays basic games on Facebook. Please write a brief, professional response to their email (write this as if you are emailing them back).
• Have you ever built your own computer? If not, have you upgraded internal components of a computer? Please explain.
• Please note: Applicants MUST answer all questions to be considered for the job. Please visit https://insideoutnetworking.com/careers/ for more information about this job offering. Indicate below that you agree to fill out all questions.

Language:

• English (Required)

Work Location: In person