Job Summary:
The Help Desk Technician position fills a crucial role in providing exceptional technical support and assistance to end-users. Responsibilities will include efficiently responding to incoming inquiries via various communication channels, diagnosing and troubleshooting technical issues, guiding users through problem-solving steps, participating in on-call support groups, and escalating complex problems to higher tiers when necessary. With a strong emphasis on excellent communication, patience, and a customer-focused approach, Help Desk Technician I position ensure timely issue resolution while maintaining accurate records of interactions and solutions. Professionalism and expertise will contribute to delivering a seamless user experience and maintaining the overall functionality of systems and software.
Duties & Responsibilities:
§ Work to resolve incoming service requests, logging them accordingly in a ticketing system, and escalating support requests as needed.
§ Perform remote support of employee systems including installing software, troubleshooting issues, and providing positive customer service support experiences.
§ Perform changes to Active Directory objects like Users, Computers, Global Groups, and Group Policy Objects (GPOs).
§ Interacts with facility vendors on operational activities.
§ Work with project team to identify and deliver required PC services.
§ Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, networked peripheral devices, and networking hardware products.
§ Receive, log, and respond to incoming calls, pages, and/or e-mails regarding hardware refresh project.
§ If necessary, liaise with third-party support and PC equipment vendors.
§ Attend meetings as requested by project management.
§ Other related duties as assigned by project management.
Knowledge, Skills, and Abilities:
§ Excellent written and verbal communication skills.
§ Ability to work independently, must be customer service oriented.
§ Acquires and maintains additional technical and management skills for professional development.
§ Must work well in a team environment.
§ Must be capable of working a flexible schedule.
§ At least two (2) years of experience in the following technical areas:
o Experience troubleshooting PC’s and Microsoft applications.
o PCs, laptops, thin clients, stand-alone and networked printers, standalone and networked scanners.
o Demonstrated experience repairing, installing, upgrading, and reconfiguring any of these items.
o Demonstrated experience installing and configuring Windows 10 OS.
o Demonstrated experience performing basic Active Directory Administration.
§ Demonstrated experience using:
o Standard Software: Must be proficient in Microsoft Office, Windows 10/11 OS, and general PC Software.
o Service desk software (opening, documenting, closing, and follow up on service calls).
o E-mail/Scheduling: Microsoft Outlook
§ Experience with cloud computing environments such as Azure and AWS is a bonus.
Educational and Experience Requirements:
§ Associate degree or its equivalent and 2-5 years of experience preferred.
Available Benefits
• Medical, Dental, Vision Insurance
• Employer-funded Health Reimbursement Arrangement (HRA)
• Company sponsored 401k
• Paid Time Off
About TCC
Founded in 1996 in Indianapolis, IN, The Consultants Consortium (TCC) is an innovative solutions provider committed to designing and delivering high-value, cost-effective IT consulting services and application technology solutions for both the private and public sectors. With a team of more than 250 IT and business professionals, TCC serves clients nationwide, from state and federal government agencies to commercial sector customers. TCC is committed to providing the most cutting edge solutions, and with that, ensures they stay up-to-date on crucial certifications and affiliations. Among these are the highly accredited Microsoft Certifications.
TCC holds multiple MS Certifications, including a Gold Certification level in both Application Development and Hosting, as well as a Silver Data Center Certification. In addition to Microsoft, TCC is also a Registered Partner with Amazon Web Services (AWS), and a Capability Maturity Model Integration (CMMI) Level III assessed development organization that utilizes the Information Technology Infrastructure Library (ITIL) standard processes for IT service management that focuses on aligning IT services with the needs of business. To maximize these practices, TCC encourages staff members to gain ITIL certifications, and even offers study courses and material in-house.
