Aureon

Aureon is a leading business solutions provider who connects possibilities to productivity by providing unique and scalable business and technology services for organizations – small and large.  Headquartered in the heart of the Midwest, Aureon offers a comprehensive suite of support services, with a focus on business solutions, technology and consulting services.   This creates many unique career and growth opportunities for our employees!  

Helpdesk Technician

POSITION SUMMARY:

The Helpdesk Technician will be responsible for providing support to end users on a variety of technical issues; identifying, researching and resolving technical problems; responding to telephone calls and e-mail requests for technical support; with the objective of resolving as many problems as possible on the initial contact via phone and/or remote access.  They will provide guidance to clients on function, usage, and operation of products. They will ensure each ticket is completed fully or appropriately escalated, and that the client is satisfied and understands the work performed.

 ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provide IT support for technical issues involving workstations, mobile devices, and related technologies
• Monitor, troubleshoot and maintain workstation performance and stability
• Ensure successful completion of backup processes, virus removal processes, and other automated tasks
• Perform Network Administration duties such as add/remove/change network users, printers, and other devices
• Thoroughly document all work completed and anything relevant to the ticket or client’s request
• Liaison with vendors and internal and external resources to ensure proper completion or escalation
• Maintain ownership of tickets until escalation or completion, notifying the client of any delays
• Utilize Professional Services Automation tools following company best practices including real-time ticket updating
• Stay current on IT trends and knowledge relating to this job and pursue continuing education as necessary
• Maintain knowledge of the company products and services in order to effectively add value to new and existing customers
• Demonstrate commitment to providing outstanding internal and external customer service
• Keep physical workspace and bench environment clean and organized
• Always follow Aureon Technology policies and procedures

• Assume additional duties as defined by supervisor and executive management

 EDUCATION, TRAINING, AND EXPERIENCE:

Required

• Minimum 1year of professional experience in a computer or systems related field

Preferred

• Associates Degree from an accredited university in a related field and 2 years related experience

 REQUIRED SKILLS:

• Effective analytical and problem-solving skills
• Ability to organize and simplify technical information
• Effective interpersonal skills to establish and maintain effective relationships with customers, employees, superiors and business contacts in a professional, timely and courteous manner
• Exceptional time management and organizational skills

 TOOLS, EQUIPMENT, AND SOFTWARE:

• Must be able to proficiently operate Windows PC with MS Office and MS Outlook
• Knowledge and use of a wide variety of hardware, software, and communication technologies

WORKING CONDITIONS AND PHYSICAL REQUIREMENTS:

• Indoor work primarily in office environment, both company and customer
• Frequent utilization of manual dexterity and visualizing of computer screen
• Occasional bending, carrying, squatting, twisting, and lifting to 60 pounds independently
• Occasional travel by vehicle