IT Help Desk Technician

Description

IT Help Desk Technician (Tier 1 & Tier 2 Support)

JumpCrew is seeking an IT Help Desk Technician who is proficient in managing both Tier 1 and Tier 2 support tasks. This key role is instrumental in maintaining exceptional client satisfaction and ensuring the reliability of our systems. The successful candidate will thrive in a fast-paced environment and be committed to meeting stringent service level agreements (SLAs) and client satisfaction goals.

Responsibilities:

• Serve as the initial contact for users experiencing hardware, software, and application issues, ensuring responsive and courteous service.
• Resolve Tier 1 Tier 2 incidents directly and escalate complex Tier 3 and above issues to the IT Manager, while ensuring appropriate resolution.
• Efficiently manage the IT helpdesk ticketing system, adhering strictly to SLAs and driving high levels of client satisfaction.
• Troubleshoot and resolve hardware, software, or network problems across both basic and intermediate levels of complexity.
• Prepare user accounts and configure hardware as part of the onboarding and offboarding process.
• Maintain and support audio and video equipment in conference rooms.
• Ensure accurate inventory records of internal assets are kept.
• Administer all internal and client-paired systems.
• Manage licenses for essential software such as G Suite, Office 365, and Adobe.
• Contribute to the development of a knowledge base to facilitate self-service and reduce the need for escalations.
  
  

Qualifications:

• Strong understanding of operating systems including Windows 10, macOS, and ChromeOS.
• Proficient in SaaS platforms like G Suite, Office 365, and Slack.
• Experience with helpdesk software such as FreshService and JIRA Service Desk.
• Comprehensive knowledge of various hardware including Apple, Chrome, PC hardware, and mobile devices (iOS, Android).
• Solid understanding of client endpoint connectivity (Ethernet, Wi-Fi, TCP/IP, VPN).
• Experience with multi-factor authentication tools and systems.
• Demonstrated excellence in customer service and problem-solving skills.
• Ability to produce high-quality results under tight SLAs in a fast-paced environment.
• Strong communication skills to effectively convey technical information to a diverse audience.
• 2-4 years of relevant experience. A and Security certifications are preferred.
• Flexibility to work outside of standard business hours as needed for IT changes that could impact business operations.
  
  

The Perks:

• Location: Nashville Office, Monday-Thursday.
• Unlimited PTO and 9 company holidays.
• Comprehensive healthcare benefits and 401k plan.
• Opportunities for learning and career growth.
• In-house kitchen, free coffee, and monthly catered lunch and learns.
• Smart casual dress code, wellness programs, and a pet-friendly office environment.