IT Helpdesk Technician

IT Helpdesk Technician

Work Location: Plano, TX Duration: 6 month contract with option to hire Education/Experience Required: High school diploma or equivalent and 3-4 years' proven experience in a helpdesk environment (Tier II support)

Job Description:

The Helpdesk Technician will support IT business and enterprise operations teams in multiple US time zones. The Helpdesk Technician will apply internal customer service skills, technical knowledge and expertise, and technical trouble shooting skills to support the IT business practice and its internal customers.

Responsibilities:

• Serve as the first point of contact and front-end support answering inbound helpdesk requests for all areas of the IT Enterprise, interacting with employees, customers, vendors, and contractors
• Diagnose, troubleshoot and resolve technical issues related to Wi-Fi and remote connectivity, IT hardware, software, applications, peripherals and mobile and desktop equipment
• Install desktop and laptop hardware, software and peripheral components as required
• Perform onboarding and maintenance of corporate user accounts and groups within Microsoft Active Directory
• Perform maintenance and troubleshooting on printers and copiers and IP telephony systems
• Configure, update, wipe and/or repair Windows and Mac desktop systems
• Support corporate base of iPhone and Android mobile users.
• Setup, configure and troubleshoot Microsoft Office applications and perform administrative functions within Microsoft Office 365
• Follow up on tracked requests and ensure timely resolution, with goal to resolve all issues first call
• Provide feedback on reducing ticket times and helpdesk efficiency
• Engage and contribute with the IT team on projects and task supporting business Enterprise needs
• Provide wireless network support for users including connectivity issues and administrative functions of the system
• Assist in development of procedures that outline how incidents, requests, and problems are identified, documented, escalated and managed

Skills & Qualifications:

• High school diploma or equivalent and 3-4 years' proven experience in a helpdesk environment (Tier II support)
• Strong understanding of computer systems, mobile devices, and applications in an Enterprise IT environment
• Experience with wired and wireless Local Area networks (LAN), Wide Area networks (WAN) and Networking preferred
• Ability to diagnose, troubleshoot and resolve basic to complex end user technical issues
• Working knowledge of Microsoft and Mac operating systems and Office products
• Excellent oral and written communication skills
• Certification on Microsoft Client or Server products is preferred, but not required
• SharePoint, Salesforce or NetSuite experience is preferred, but not required

For more information or to view other opportunities, visit us at Paladin Consulting is an EEOC employer.