IT Help Desk Technician

$43,680 - $45,760/Yr

Eagle Certification Group - Dayton, OH

Full-time - Entry Level

Dayton, OH

About the position

EAGLE Certification Group is seeking a qualified IT Help Desk Technician to provide superior customer service and ensure the successful operation of information technology systems. The role involves assisting staff with questions and problems related to computer systems, hardware, and software, both remotely and in person. The technician will guide users through system configurations and troubleshooting, aiming for efficient issue resolution while maintaining a customer-focused approach.

Responsibilities

• Serve as the first point of contact through the management of help desk tickets by identifying, diagnosing, and resolving problems.
• Provide quick and effective assistance with information technology systems.
• Guide staff through systems configuration, troubleshooting, and maintenance.
• Listen attentively to questions and concerns and offer optimal solutions.
• Prioritize customer satisfaction in all communications, directing unresolved issues to next-level personnel.
• Respond to tech inquiries via email, online chats, over the phone, or in person.
• Setup and deploy new machines as needed.
• Support the onboarding of new employees and contractors.
• Create and maintain recurring organizational reports.

Requirements

• Associate degree in Information Systems or related field preferred.
• Ability to learn and master documented auditor competency requirements.
• Excellent problem-solving and analytical skills.
• Comprehensive knowledge of computer systems and experience troubleshooting hardware and software.
• The ability to break down technological processes and deliver clear, step-by-step instructions.
• Patient, friendly demeanor with a great aptitude for listening.
• Strong verbal and written communication skills.
• Eagerness to learn new technologies and systems.
• Experience working as an IT help desk technician or in a similar customer support role.
• Familiarity with Windows 10/11 operating systems, server 2019 operating systems, Microsoft Office Suite, and account administration.

Nice-to-haves

• Familiarity with SQL Server Management Studio (SSMS).
• Experience with learning management systems, such as Cornerstone.
• Knowledge of Single Sign-On Technologies and mail spam filtering tools.

Benefits

• Competitive pay
• Medical, Dental, and Vision Plans
• 401k plan with a company annual contribution
• PTO, Bereavement leave, Volunteer time off, and 10 paid holidays
• Cell Phone Reimbursement
• In office and hybrid work schedules
• Training, Development, and Growth Opportunities
• Flexible Business casual/casual work environment
• Staff Appreciation Events