Help Desk Technician

Send your resume to jobs@ironcore-inc.com

Ironcore, a rapidly growing provider of managed and hosted technology services, is seeking a Help Desk Technician to join our team.

In this role, you will deliver first-level technical support via phone and remote channels for incidents and service requests reported to the Help Desk. Key responsibilities include initial assessment, triage, research, and resolution of first level cases; commonly related to application software and infrastructure components.

You will ensure exceptional customer satisfaction by providing timely, effective support through phone, email, and remote tools for hardware, software, connectivity, and product-specific issues. Accurate ticket entry, clear communication, and adherence to established processes for issue resolution, request fulfillment, and escalation are essential to success in this position.

Help Desk Technician – Duties and Responsibilities

• Serve as the first point of contact for incident management, including issue identification, diagnosis, troubleshooting, tracking, escalation, and resolution of hardware and software problems related to computers, laptops, mobile devices, and peripherals.
• Fulfill technical service requests such as new system setups, software installations, user permissions, and configuration changes.
• Provide timely technical assistance via phone and electronic communication channels.
• Perform remote diagnostics and resolve hardware and software issues efficiently.
• Utilize available resources and follow standard help desk procedures to research and resolve user inquiries.
• Identify, diagnose, and resolve common computer-related problems.
• Handle routine user support tasks including password resets, access control, and account creation or termination.
• Troubleshoot and resolve end-user issues related to network connectivity, email access, and web applications.
• Participate in assigned projects, contributing technical expertise and support.
• Assist the Dispatch team with phone coverage as needed.
• Perform other duties as assigned by supervisors to support departmental operations.

Required Education and/or Experience:

• Good technical problem-solving skills with the ability to diagnose problems through telephone contact and remote software, as needed.
• Competency in MS Office Suite, Android and iOS devices & Windows 11 operating systems.
• Familiarity with Active Directory and Windows Server platforms.
• Familiarity with Azure, 365, and MS cloud-based services.
• Proficient understanding of network protocols.
• Ability to provide a high level of customer service via ticket, phone, and video conferencing.
• Highly analytical with the ability to evaluate situations and provide sound solutions.
• Ability to develop relationships with end users and vendors.
• Strong interpersonal, written and verbal communications skills.
• Ability to exhibit a high degree of patience for inexperienced computer users.
• Proven analytical and & problem-solving skills.
• Excellent organizational & time management skills.
• Strong attention to detail.
• Ability to handle multiple tasks.
• Ability to work effectively as part of a team.

Microsoft 365 experience is a core requirement for this position.

Job Type: Full-time

Pay: $45,000.00 - $50,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance
• Tuition reimbursement
• Work Location: In person