Support Jobs in Valparaiso, IN

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6d ago

MSP Help Desk Technician

Trust Tech, LLC Valparaiso, IN

Valparaiso, IN

6d ago

Full time Application Support Computer Skills Customer Service

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Job Description

Trust Tech, LLC offers a comprehensive benefits package to support employees at every stage of their career. The following benefits are available to eligible staff:

401(k)
401(k) matching
Dental insurance
Employee discount
Flexible spending account
Health insurance
Health savings account
Life insurance
Paid time off
Retirement plan
Vision insurance

Role overview

The MSP Help Desk Technician provides 1st and limited 2nd level IT support for Trust Tech staff and clients. You will handle problem tracking, recording, resolution and escalation of IT services. This is a salaried exempt, on-site role based in Valparaiso, IN, with a typical 40-45 hour work week and occasional after-hours work.

Responsibilities

Serve as the first point of contact and resolve issues for internal and external customers related to hardware, software, and applications
Actively monitor IT services and address or escalate issues as needed
Resolve user-reported problems within your scope of expertise using available tools, following established procedures and policies
Assist in creating and maintaining Standard Operating Procedures for repeatable scheduled tasks
Create and maintain an inventory and check in/out procedures for Trust Tech hardware used by Professional Services staff
Assist in scheduling coordination for engineering staff
Review and update Help Desk documentation as assigned
Review and propose modifications to procedures with management
Gather, input and analyze data for regular reports distributed to internal and external customers
Obtain concise problem information from customers and convey it clearly
Provide accurate and timely logging of problems and resolutions in the Service Order management system
Escalate problems as appropriate following established policies and procedures
Act as a liaison between customers and engineering staff to ensure accurate problem interpretation and maintain communication during resolution
Maintain in-depth knowledge of Help Desk supported products and services
Test and report results of testing for new services or changes scheduled for release
Collaborate with management to identify Help Desk training that will enhance support delivered to customers
Successfully complete training and certification requirements assigned by management
Additional duties as assigned

Requirements

3+ years of experience in an end user support or help desk environment
Outstanding communication skills and the ability to provide IT services by telephone, email, face to face or virtually
Industry certifications including any combination of: CompTIA A+, CompTIA Network+, Microsoft Technology Associate (MTA) IT Infrastructure, MOS, MCSA, ITIL Foundation
Certifications associated with Trust Tech products and services
Advanced knowledge of Microsoft Windows, ChromeOS, and iOS Operating Systems
Experience with Internet browsers such as Internet Explorer, Chrome, and Firefox
Proficiency with productivity software including Microsoft Office and Adobe Acrobat
Virus and system health monitoring and remediation
Data backup solutions and services
Desktop and laptop hardware and peripherals
Printer support
Basic to intermediate knowledge of TCP/IP networks, DNS, DHCP
Basic to intermediate knowledge of Firewall concepts and configuration
Basic to intermediate knowledge of Switching, Routing concepts and configuration
Basic to intermediate knowledge of Microsoft Server 2008 R2 and newer
Basic to intermediate knowledge of VMWare and Hyper-V
Basic to intermediate knowledge of Cloud service concepts

Technologies

Microsoft Windows
ChromeOS
iOS
Internet Explorer
Google Chrome
Mozilla Firefox
Microsoft Office
Adobe Acrobat
VMWare
Hyper-V
Microsoft Server 2008 R2 and newer

Work location and schedule

This is an on-site role based in the Trust Tech office at 213 S. State Rd. 49, Valparaiso, IN. Typical schedule is 40-45 hours per week, generally Monday through Friday, with occasional weekend or after-hours work to minimize business impact during system maintenance or migrations.

Physical demands

Moderate physical effort; most work is performed while seated at a desk using a desktop or laptop
Site visits may require standing, walking, and climbing stairs
Occasional lifting of equipment up to 50 pounds unassisted

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