Helpdesk Support Technician

Job Summary

NetForce is seeking a reliable and customer-focused Helpdesk Support Technician to serve as the first point of contact for our clients. This role is critical to daily operations and client satisfaction. Helpdesk technicians are responsible for resolving issues efficiently, managing multiple requests, and escalating appropriately while maintaining clear documentation and professional communication.

Key ResponsibilitiesMultitasking & Time Management

· Prioritize tasks based on urgency, impact, and client needs.

· Handle multiple user inquiries simultaneously while maintaining service quality.

· Balance reactive support with proactive monitoring and maintenance.

· Maintain clear, concise documentation to ensure continuity of support.

User Support & Communication

· Respond promptly to helpdesk tickets, phone calls, and messages.

· Assist users with software, hardware, and system-related questions.

· Communicate technical information clearly based on the user’s level of understanding.

· Ensure requests are acknowledged and addressed within expected response times.

Issue Diagnosis & Resolution

· Gather information and troubleshoot hardware, software, and network issues.

· Identify root causes and apply effective, timely resolutions.

· Minimize downtime through prompt and efficient problem-solving.

· Document recurring issues and resolutions within the PSA system.

Escalation Management

· Recognize issues requiring escalation per established SOPs.

· Collaborate with Level 2/3 technicians or specialized teams.

· Keep users informed of progress and expectations during escalation.

System Monitoring & Maintenance

· Monitor systems and alerts for performance issues or outages.

· Apply updates, patches, and routine maintenance tasks as assigned.

· Assist with audits and compliance-related checks.

Documentation & Reporting

· Generate a ticket for all work performed.

· Maintain detailed records of issues, actions taken, and resolutions.

· Create internal contact notices when NetForce follow-up is required.

· Use documentation to identify trends and suggest improvements.

Customer Service & Satisfaction

· Maintain a professional, courteous demeanor at all times.

· Follow up with users to confirm resolution and satisfaction.

· Collect feedback to continuously improve service quality.

Security & Compliance

· Educate users on cybersecurity risks and best practices.

· Monitor and report potential security concerns or vulnerabilities.

· Follow NetForce security and compliance standards.

Continuous Improvement

· Participate in ongoing training and skill development.

· Adopt approved tools and technologies.

· Contribute ideas to improve workflows and client experience.

What We Offer

· Competitive pay based on experience and skill level.starting pay From $17.00/hour (DOE)

· Performance-based bonuses.

· Paid Time Off.

· Employee discounts.

· Clear growth opportunities into higher-level roles.

Pay: From $17.00 per hour

Benefits:

• Employee discount
• Paid time off

Experience:

• Help desk: 2 years (Required)

Location:

• Cortez, CO 81321 (Preferred)

Work Location: In person

Salary : $17