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The Help Desk Team handles all the help desk tickets that are opened for all Clients. This role is vital to sustaining Anchors Managed Services Client base. The Help Desk Technician is responsible for taking phone calls, creating new tickets in ConnectWise, remote support for all Clients as well as some onsite work deploying new desktops and laptops as well as networking gear.
Computer and Technology Knowledge
- Windows
- Internet
- MAC
- Hardware
- Device drivers
- Networking software
- Networking hardware
- Networking security
- Servers
- Applications - desktop
- Security software
- Office Suites
- Communication software
- Project management software
Essential Skills
- Reading text
- Oral communication
- Working with others
- Problem solving
- Decision making
- Job task planning and organizing
- Finding information
- Computer use
- Continuous learning
Transportation/Travel Information
- Own vehicle
- Valid driver's licence
Credentials (certificates, licences, memberships, courses, etc.)
- A+ Certification
Specific Skills
- Communicate electronically and in person with computer users experiencing difficulties to determine and document problems experienced
- Consult user guides, technical manuals and other documents to research and implement solutions
- Collect, organize and maintain a problems and solutions log for use by other technical support analysts
Work Setting
- Consulting firm
- Computer systems unit
- Help desk
- Computer hardware or software retailer/wholesaler
Work Conditions and Physical Capabilities
- Fast-paced environment
- Work under pressure
- Tight deadlines
- Attention to detail
- Combination of sitting, standing, walking
- Bending, crouching, kneeling
Security and Safety
- Criminal record check (abstract)
Own Tools/Equipment
- Internet access
- Cellular phone
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