Job#20240813RT Helpdesk Tech - Las Vegas

$44,549 - $54,350/Yr

Pandoblox - Las Vegas, NV

Full-time - Entry Level

Remote - Las Vegas, NV

Personal and Laundry Services

About the position

The Helpdesk Technician at Pandoblox plays a crucial role in ensuring that all internal users receive timely and effective support for their technology-related issues. This position is primarily focused on problem resolution concerning phones, hardware, software, and applications. The technician will be responsible for providing technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. Regular communication with internal stakeholders is essential, as the technician will frequently interact with other team members to resolve issues efficiently. The role also involves writing training manuals and providing training to computer users, ensuring that all staff are equipped to use the technology effectively. In this position, the technician will serve as the first point of contact for users experiencing hardware, software, and application problems. Responsibilities include managing new PC setups and deployments, creating user accounts in Active Directory and Exchange, and troubleshooting various issues such as printer/copier problems, network issues, and browser-related challenges. The technician is expected to stay updated with the latest technology trends to alleviate common problems and assist in creating user-friendly documentation. Exceptional customer service skills are vital, as the technician will need to provide accurate and timely resolutions to computer and phone issues, as well as basic training to users on various systems and software. The Helpdesk Technician will also perform basic network troubleshooting, maintain communication with internal teams during the problem resolution process, and assist in inventory management of phone and computer equipment. The role requires a proactive approach to problem-solving and the ability to escalate issues when necessary. Overall, this position is integral to maintaining the efficiency of the company's IT operations and ensuring that all employees have the support they need to perform their jobs effectively.

Responsibilities

• Provide first-level contact and problem resolution for all users with hardware, software, and applications problems.
• Manage new PC setup and deployment to users.
• Create user accounts in Active Directory and Exchange.
• Troubleshoot and resolve small office printer/copier issues.
• Troubleshoot and resolve small office and workstation network issues.
• Troubleshoot and resolve scanning issues (FTP, scan-to-email).
• Troubleshoot and resolve browser-based issues (Chrome & Internet Explorer).
• Troubleshoot desktop hardware components.
• Exhibit a strong desire to stay up to date with the latest technology and utilize that to alleviate common problems.
• Assist in the creation of documentation that is accessible to users and easy to understand.
• Utilize exceptional customer service skills.
• Set up new team members with access to all relevant systems.
• Provide accurate and timely resolution of computer and phone issues.
• Provide technical assistance and basic training to computer and phone system users.
• Provide assistance concerning the use of computer hardware and software, including printing, MS-Office, email, and operating systems.
• Perform basic network troubleshooting to isolate and diagnose common network problems.
• Respond to the needs and questions of users concerning their access to resources on the network.
• Maintain communication with internal team during the problem resolution process.
• Assist in keeping track of inventory and making sure all phone and computer equipment is accounted for.
• Use judgment to escalate problems as appropriate.
• Perform other duties as assigned.

Requirements

• 2+ years' experience in computer networks and systems maintenance.
• Knowledge of Microsoft Office, O365 Platform, Mitel, Zoom.
• Experience with Helpdesk ticketing systems.
• Experience with remote support applications.
• Windows and Office Suite support experience.
• Active Directory administration experience — creating/disabling users, distribution/security groups.
• Understanding of Windows security permissions.
• Understanding of Windows maintenance techniques.
• Excellent written and verbal communication skills.
• A fully functional and up-to-date computer with which to perform duties.
• Willingness to install next-generation endpoint protection on the computer.
• Willingness to install and use a timekeeping software while performing the work for the team.
• Must be a US Citizen.
• Current resident of Painted Mirage Rd., Las Vegas, Nevada, and can perform work from there.
• Willingness to work in US Pacific Time Zone (8:00am-5:00pm PDT) or the set client hours, as applicable.
• Willingness to travel to client sites for support (like Arizona and Nevada) with mileage and lodging coverage.

Nice-to-haves

• Scripting/automation experience.
• PowerShell experience.