IT Helpdesk Technician

Job Summary

The IT Helpdesk position is responsible for purchasing, maintaining and documenting IT assets.  Helpdesk will also be the first line of contact for basic troubleshooting of end user devices such as computers, tablets and printers.  This role requires a passion for IT, a desire to learn and superb customer service skills. This role will also be responsible for some management of Office 365, Active Directory, Mitel Phone system and other related technologies.

 

The IT Helpdesk technician is employed by AirClean Systems, but will perform the job tasks, duties and responsibilities for employee’s AMT Group, Inc. and all of its subsidiaries, including AirClean Systems.    

 

Responsibilities

  • Manage and troubleshoot various systems, including Office 365, Active Directory, Mitel Phone system and other related technologies

  • Gather specifications for user hardware requirements

  • Purchase approved hardware and software

  • Train end users on hardware and software

  • Maintain IT inventory

 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Experience / Education

  • High School diploma or equivalent.

  • Customer service experience through work/ community service/ volunteering

  • Basic understanding of LAN (IP/Subnet, DNS, VLAN

  • Experience with email and the basics of transmission of messages

  • Experience using MS Office Suite applications

  • Experience setting up a new PC and printer.

  • Experience with multiple web browsers.

  • Work independently or in collaboration with other members of a team.

  • Proficient in the use of technology, especially computers and mobile phones.

  • IT background knowledge - Basic knowledge of PCs, iPad, iPhones, laptops, and notebooks.

  • Understands the makeup of a computer; able to read specifications of a CPU, Motherboard, RAM, Hard Drive, monitor, etc.

  • Skilled at navigating your way through Windows operating systems

  • Skilled in Microsoft Office Suite

  • Skilled in Microsoft Operating Systems.

  • Excellent verbal and written communication skills, including proper phone/email etiquette.

  • Type at least 60 WPM

  • Must be able to work well with others

 

Preferred experience

  • Experience with Linux Operating Systems.

  • Experience providing a high level of customer service.

  • Experience documenting issues & requests.

  • Basic computer hardware/software troubleshooting and support skills.

  • Take ownership of tickets by responding to, managing, and prioritizing customer support request tickets, calls, and emails.

  • Escalate high priority issues reported using established guidelines & policies.

  • Stays current with IT changes.

  • Perform password resets.

  • Identify, troubleshoot, and resolve, end-user system issues & requests

  • Collaborate with fellow IT team members to escalate & resolve Enterprise level issues/requests

  • Ability to prioritize outstanding issues and manage user expectation

  • User Account Administration – Microsoft Active Directory

  • Experience with Ticketing system (Spiceworks)

 

Location

 

This position will be based at our headquarters located in Creedmoor, NC.

 

Terms of employment

 

This is a full-time, hourly, non-exempt position.   

 

Hours

 

The general hours shall be Monday-Friday, 9:00am to 6:00pm with an hour break for lunch

 

Work Environment

 

Work is regularly performed in an office and manufacturing environment.

 

Physical Demands 

 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  The employee is frequently required to sit.  The employee is occasionally required to stand and/or walk.  The employee must occasionally lift, carry, push or pull up to 30 pounds. 

 

Travel

 

Minimal travel may be required. 

 

Benefits

Extensive Compensation package following introductory period includes:

  • Health Insurance

  • Dental Insurance

  • Vision Insurance

  • Teladoc Benefits

  • Life Insurance

  • Short term disability

  • 401K plan With Employer Contribution (both traditional and Roth options)

  • ~2 Weeks of Company Paid Holidays (~10 days)

  • 2 weeks of Paid Time Off Available at Start (~10 days)


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Job At-a-Glance
Employment Type: Full-Time
Education: High School/G.E.D.
Experience: 1 to 3 years related
Manages Others: No
Required Travel: Yes