Help Desk Technician

$41,600 - $56,160/Yr

Allcat Claims Service - San Antonio, TX

Full-time - Entry Level

San Antonio, TX

Insurance Carriers and Related Activities

About the position

The Help Desk Technician is an entry-level role focused on providing technical assistance and support to internal users facing issues with computer hardware, software, or other technology-related matters. This position emphasizes strong communication skills, technical proficiency, and a customer-centric approach to problem-solving, ensuring that users receive timely and effective support.

Responsibilities

• Provide first-level technical support to internal users via phone, email, or in person.
• Diagnose and resolve hardware, software, and network issues in a timely manner.
• Install, configure, and maintain computer systems, peripherals, and software applications.
• Document all support interactions, including details of issues and solutions provided, in the help desk ticketing system.
• Escalate complex technical issues to appropriate teams or senior technicians as needed.
• Assist with the setup and deployment of new hardware and software for users.
• Utilize the IT knowledgebase and suggest changes or updates.
• Collaborate with other IT teams to ensure seamless operation of technology systems and services.
• Provide training and guidance to end-users on basic technology usage and best practices.
• Stay updated on emerging technologies and trends in the IT industry to continuously improve technical skills and knowledge.
• Participate in on-call rotation and after-hours support as needed to address critical issues and minimize service disruptions.
• Ability to lift, carry, and move equipment as needed throughout the day, including equipment up to 40 lbs.

Requirements

• High school diploma or equivalent required.
• Familiarity with operating systems such as Windows 10 & 11, OS X, Android, etc.
• Foundational customer service skills.
• Familiarity with Microsoft Office 365, Adobe, Web browsers, and other commonly used applications.
• Experience with remote assistance tools.
• Proficiency in hardware and software troubleshooting, computer imaging and system setup.
• Basic network troubleshooting.

Nice-to-haves

• CompTIA ITF or A+ certification preferred.
• Google IT Support Professional certification preferred.
• IT related internships or relevant experience preferred.
• Associate degree or equivalent in information technology preferred.

Benefits

• Full-time position with competitive hourly pay ranging from $20 to $27.
• Opportunity for on-call rotation and after-hours support.