IT Helpdesk Technician - Hybrid

Job Description:

As an IT Helpdesk Technician, you will provide technical assistance and support to computer users, resolving hardware and software issues both in person and remotely. This role involves managing and coordinating third-party support vendors to address a variety of technical issues, including networking, hardware, communications, and applications. The Systems Analyst will also manage incident and change request tickets, monitor ticket queues, and escalate tickets beyond Service Level Agreements (SLAs).

Key Responsibilities:

• Oversee daily performance of computer systems and applications, ensuring optimal functionality.
• Answer user inquiries and provide technical support for computer software and hardware issues.
• Monitor ticket queues, assign tickets to appropriate support staff, and escalate tickets outside of SLAs until resolved.
• Set up equipment for employee use, ensuring proper installation of cables, operating systems, and software.
• Install and perform minor repairs on hardware, software, or peripheral equipment according to specifications.
• Maintain records of daily data communication transactions, problems, remedial actions taken, and installation activities.
• Read technical manuals, conduct diagnostics, and provide technical assistance to resolve problems.
• Refer major hardware or software problems to third-party vendors for service and support.
• Develop training materials and procedures, and train users in the proper use of hardware or software.
• Collaborate with staff, users, and management to establish requirements for new systems or system modifications.
  
  

Required Skills, Experiences, Education and Competencies:

• 3 years of experience as a Helpdesk Technician, with hands-on knowledge of resolving issues related to Outlook, MS Office, Windows 10, Active Directory, and Commercial Off-The-Shelf (COTS) applications.
  
  

The hourly range for roles of this nature are $20.00 to $40.00/hr. Rates are heavily dependent on skills, experience, location, and industry.

cyberThink is an Equal Opportunity Employer.