Helpdesk Technician

MapleTronics is looking for our next great Teammate to amaze our clients as a Helpdesk Technician in our Goshen, IN office.

Why MapleTronics?
MapleTronics believes in more than just delivering exceptional managed services.

• We are a people-first company, championing Teammate growth by nurturing professional development and celebrating achievements.
• We understand the importance of work-life balance and prioritize the well-being of our team members and their loved ones.
• We believe collaborative action drives our innovative solutions and strengthens the bonds within our team.
• We are committed to community involvement, actively giving back to the neighborhoods we serve and fostering positive change.

Our commitment to culture and our teammates has earned us recognition as one of the Best Places to Work in Indiana.  Join MapleTronics and be part of a workplace where your growth is valued, your voice is heard, and your impact resonates far beyond the office walls.

Position Summary: The Helpdesk Technician is responsible for initial triage activities for all service requests coming into Service Delivery. In addition, they will handle tier 1 service requests and hardware repair as their schedule allows.

Skill Requirements: The Helpdesk Technician requires:
Technical Skills
•Previous client service or phone-related skills
•Familiarity with computer system support terminology concepts.
•The ability to diagnose technical issues and apply appropriate troubleshooting measures.
•A basic understanding of business applications, operating systems, and network systems.
•Experience working with Active Directory.
Soft Skills
•Exceptional communication skills across multiple platforms.
•The ability to multi-task, prioritize, and adapt to changes quickly.
•The drive to build Client loyalty through transparency and vulnerability.
•The ability to translate complex technical terms into easy-to-understand language.

Essential Duties and Responsibilities: The Helpdesk Technician will be responsible for:
Client Interaction and Communication
•Answer incoming phone calls for service requests.
•Communicate proactively with Clients about progress toward resolution of technical issues.
Technical Support and Troubleshooting
•Repair computer hardware and software issues.
•Provide tier 1 support for technical issues
•Implement and support basic remote access solutions.
•Triage service requests and ensure service level agreements are met
Security
•Ensure client’s workstations, servers, and network are secure.
•Be an advocate for best security practices for the client.
Documentation
•Document the configuration of workstations, servers, networks, and user changes.
•Adhere to best practices for documenting client interactions.
•Triage digitally created service requests.
Professional Development
•Be actively engaged in a professional growth plan.

This is not a comprehensive list of the responsibilities and duties associated with the position. Additional tasks may be assigned to the Teammate from time to time and the scope of this position may change as necessitated by business demands.