Help Desk Technician

Job Description

Job Description

Wage: $20-25 per hour

Job Description: As a Helpdesk Technician at Appalachian Network Services Inc, you will provide crucial first-level technical support within our IT Support department. This in-office role focuses on delivering responsive and high-quality remote support for our customers' technology needs, including workstations, servers, printers, networks, and other IT systems.

Key Responsibilities:

• Provide prompt and effective first-level reactive remote support for issues related to core business applications, operating systems, workstations, servers, printers, networks, and phone systems.
• Implement and support basic remote access solutions including VPN, Terminal Services, and Citrix.
• Actively manage and respond to customer support tickets and calls, ensuring high-quality service and timely issue resolution.
• Maintain and update system documentation in ConnectWise, ensuring procedures are current and effective.
• Communicate effectively with customers, keeping them informed of incident progress and managing notifications for impending changes and scheduled outages.

Additional Duties and Responsibilities:

• Maintain high customer satisfaction through fast and effective resolution of customer requests.
• Work independently and within a team setting to manage the helpdesk ticket queue, pulling email tickets from the top of the board and answering all support calls.
• Consistently maintain service level agreements by swiftly responding to and resolving service tickets within prescribed timeframes. Accurately record all billable hours and services performed, both internally and for customers, using ConnectWise. Ensure daily productivity aligns with departmental goals by effectively managing and documenting work tasks to meet operational standards and client expectations.

Company Culture:

• At Appalachian Network Services Inc, we embody core values of Excellence, Security, Technological Agility, and Teamwork, which guide our commitment to innovation and safety in all our operations.
• We are committed to providing a supportive environment where employees can thrive and contribute to our success.
• We uphold a zero-tolerance policy for workplace negativity and toxicity, actively fostering a culture that rewards problem-solving, innovation, and teamwork. Our commitment to a positive work atmosphere ensures that every team member feels valued and supported.
• Every employee is encouraged to take initiative and contribute ideas to ongoing improvements. By promoting an environment where all voices are heard and respected, we ensure that team members feel part of our collective success and are supported in their efforts to excel.

Knowledge, Skills, and Abilities Required:

• Proficient understanding of operating systems, business applications, printing systems, phone systems, and network systems.
• Strong interpersonal and communication skills, including telephony, active listening, and customer care.
• Effective diagnostic and troubleshooting skills, with the ability to multitask and adapt to changes quickly.
• Technical awareness to appropriately match resources to technical issues.
• Self-motivated with the ability to work effectively in a fast-paced, in-office environment.

Professional Certifications:

• Required: CompTIA A+
• Preferred: CompTIA Security+, Network+

Experience:

• At least 3 years of experience in information technology, preferably in a helpdesk or technical support role.
• Associate's degree in Information Technology, Computer Science, or related field; or equivalent experience preferred.

Benefits:

• Health Insurance: Full medical coverage provided for each employee, with optional upgrades and family additions available through employee contributions.
• Dental and Vision Insurance: Available for employee enrollment at their own expense.
• Life Insurance and Health Savings Account (HSA): Optional life insurance and HSA available.
• Flexible Time Off: We provide flexible time off to support work-life balance.
• 401(k) Retirement Plan: A 401(k) plan with a company match to aid in your longterm financial planning.
• Performance-Based Incentives: We offer incentives that recognize and reward outstanding performance.
• Career Advancement: Opportunities for professional growth in a rapidly expanding company.

Schedule:

• Full-time, 8 Hour Shift, Monday to Friday
• Potential on-call responsibilities as needed
• This is a 100% in-office position.

Company's Website:

As part of this process, the selected candidate will be subject to a criminal background check, FBI finger Printing, and drug testing to ensure compliance with regulatory standards.