Helping Hand IT Services - Support Technician
Helping Hand IT is a leading managed service provider in the Fox Valley area. The Technical Support role at Helping Hand IT means you are on the front lines supporting our client’s IT needs. Please note, this is not a remote position. Support activity may be completed from our office using web-based technologies, require client onsite visits, or be completed at our in-office workbench. Work activity may include but is not limited to:
• Working with clients to identify computer problems and advising on solutions
• Accurate recording of customer contact, support issues, and resolutions
• Identification of common trends and underlying problems through ticket analysis
• Travel onsite to client’s location for support when necessary
• Troubleshooting and repairing faulty equipment
• Support sales process for technical evaluations
• Other work deemed necessary according to business needs
Helping Hand is a family-owned team environment that provides our team members opportunities to learn and grow in the IT field.
Requirements:
• Base level network troubleshooting
o Experience with firewall configurations
o Experience troubleshooting of network switches and wireless access points
o Knowledge of basic network functions and operations
• Base level server troubleshooting, including but not limited to
o Active Directory
o File permissions
o Hardware troubleshooting (RAID arrays, failed hardware, etc.)
• Base level workstation troubleshooting (including but not limited to)
o Windows OS environment troubleshooting
o Basic OS repair and break/fix experience
o Printer troubleshooting
o Hardware troubleshooting
• Basic cloud-based technologies
o Office 365
o Google G Suite
o Azure
• Ability to lift at least 50 lbs. using a proper lifting technique
• Ability to work independently and successfully resolve unforeseen circumstances while out in the field
• Effective communication skills
o Ability to speak clearly with clients in person, on the phone, or via email
o Willingness to collaborate on projects with team members
