Help Desk Technician - 4 day work weeks!

Summary

Pinnacle Technology Solutions provides enterprise-class managed IT services to small businesses in NE Indiana, and they are seeking a Help Desk Technician. The role involves answering customer calls and emails, troubleshooting issues, and performing adds/moves/changes while maintaining professional relationships with clients.

Responsibilities

• Answer phone calls, perform troubleshooting, adds/removes/change for local customers
• Answer phone calls and emails from customers having problems or requesting changes
• Sometimes goes on site to work on projects or address problems in person
• Understanding the issues, documenting as you work through our troubleshooting processes, and escalating as necessary
• Perform adds/moves/changes and assist with on-site projects
• Maintain a friendly, professional relationship with customers
• Focus on quality rather than quantity in problem-solving

Skills

• Answer phone calls and emails from customers having problems or requesting changes
• Perform troubleshooting
• Perform adds/moves/changes for local customers
• Basic Windows and network skills
• Understanding customer issues and documenting troubleshooting processes
• Escalating issues as necessary
• Maintaining a friendly, professional relationship with customers
• Gaining experience to potentially become a Systems Administrator within 1-2 years
• In-person work at Fort Wayne office for the first 6 months
• Broad understanding of Windows Server / Active Directory
• Broad understanding of macOS
• Broad understanding of iOS / Android devices
• Broad understanding of Voice Over IP Telephone Systems
• Broad understanding of Wired & Wireless Networks
• Broad understanding of Hardware Troubleshooting
• Broad understanding of Office 365 & Google Apps

Qualifications

Must Haves

• Answer phone calls and emails from customers having problems or requesting changes
• Perform troubleshooting
• Perform adds/moves/changes for local customers
• Basic Windows and network skills
• Understanding customer issues and documenting troubleshooting processes
• Escalating issues as necessary
• Maintaining a friendly, professional relationship with customers
• Gaining experience to potentially become a Systems Administrator within 1-2 years
• In-person work at Fort Wayne office for the first 6 months

Nice to Haves

• Broad understanding of Windows Server / Active Directory
• Broad understanding of macOS
• Broad understanding of iOS / Android devices
• Broad understanding of Voice Over IP Telephone Systems
• Broad understanding of Wired & Wireless Networks
• Broad understanding of Hardware Troubleshooting
• Broad understanding of Office 365 & Google Apps