Help Desk Technician

Kelley Create is seeking a Help Desk Technician in Boise, Idaho. This onsite role offers an hourly range of $22 to $28 and a pathway to growth through ongoing training. You will provide frontline IT support for client end users, diagnose and repair issues, perform planned system maintenance, and handle Tier I/II requests across Microsoft applications and related hardware and software.

Benefits

• Medical Insurance
• Dental/Vision Insurance
• Life Insurance
• Flexible Spending Account Options
• Supplemental insurance
• 401K with company match
• Profit Sharing upon goal attainment
• Paid Time Off
• Paid Holidays
• Ongoing training opportunities

Responsibilities

• Provide IT support for Microsoft core business applications and operating systems
• Assist with disaster recovery solutions
• Deliver basic network support including WAN/LAN connectivity, routers, firewalls, and security
• Implement and support basic remote access solutions such as VPN, Terminal Services, and Citrix
• Monitor remote management system alerts and respond via service tickets
• Maintain and review system documentation in ConnectWise
• Communicate with customers professionally, keeping them informed of incident progress and changes or outages
• Enhance customer service, perception, and satisfaction
• Coordinate with the Service Desk Dispatcher to route requests to the appropriate resource
• Escalate requests requiring engineer-level support
• Log time and expenses in ConnectWise per procedures
• Complete assigned training materials and ConnectWise University coursework
• Progress project tickets and phases in ConnectWise as directed by a Project Manager
• Record all work as service or project tickets in ConnectWise
• Maintain positive, cooperative relationships with coworkers, supervisors, and other team members
• Other duties as assigned

Technologies

• ConnectWise
• VPN
• Terminal Services
• Citrix
• Microsoft Exchange
• Microsoft Active Directory
• Windows XP, 7, 8, 10
• Windows Server SBS, 2008 R2, 2012
• ConnectWise University

Requirements

• Minimum of one year of experience in an IT bench, support, or consulting role
• Minimum of one year of experience with Microsoft Exchange and Microsoft Active Directory
• Minimum of one year of experience configuring, setting up, and troubleshooting LAN and WAN
• Minimum of one year of experience delivering excellent service to end users
• Reliable transportation
• Proficiency with Microsoft Word, Excel, and Outlook
• Proficiency with email communications
• Ability to read and interpret documents, write routine reports, and present information to customers or vendors
• Basic math skills including rate, ratio, percent, and data interpretation
• Ability to follow written or verbal instructions and solve problems in standardized situations

Competencies

• Customer Focus
• Communication Skills
• Problem-Solving Skills
• Time Management
• Adaptability

Skills and Abilities

• Strong commitment to exceptional customer service
• Ability to act with urgency while maintaining accuracy
• Able to multi-task effectively in a fast-paced environment
• Positive, clear, and efficient communicator
• Ability to work independently and as part of a team
• Capability to organize and present information to groups
• Ability to align solutions with client needs
• Willingness to work after-hours and on-call shifts
• Technical skills in hardware setup and troubleshooting
• Experience with Windows operating systems and Windows Server versions
• Typing proficiency and familiarity with MS Office and Internet

Physical Requirements

• Frequent in-person, phone, and computer-based communication with coworkers, customers, and vendors
• Regular travel to client sites by motor vehicle
• Exposure to outdoor elements during travel
• Frequent sitting or standing for extended periods
• Prolonged computer use for documentation and troubleshooting
• Work in a well-lit, controlled environment
• Regular computer viewing and data entry
• Occasional bending, stooping, kneeling, or climbing to install or move equipment
• Occasional lifting of up to 50 pounds

Equal Opportunity Employer

Kelley Create is an equal opportunity employer. We provide equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, or veteran status. This policy applies to all lawful aspects of employment.