Job Description

The Helpdesk Technician will provide enterprise-level assistance to our business and aid the IT support team, working closely with the Desktop Support Lead to be the first point of contact for IT support on a wide variety of issues. The Helpdesk Technician will primarily provide timely and effective phone and email support on standard IT desktop support services.

Position Responsibilities:

• Ask customers targeted questions to quickly understand the root of the problem

• Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue

• Research and identify solutions to software and hardware issues

• Diagnose and troubleshoot basic technical issues, including account setup and network configuration

• Track computer system issues through to resolution, within agreed time limits

• Ensure all issues are properly logged

• Refer to internal database or external resources to provide accurate tech solutions

• Properly escalate unresolved issues to appropriate internal teams (e.g. Support or Application Team)

• Prioritize and manage several open issues at one time

• Follow up with clients to ensure their IT systems are fully functional after troubleshooting

• Document technical knowledge in the form of notes and manuals

• Provide prompt and accurate feedback to customers

Position Qualifications & Requirements:

Education:

• High School diploma or GED;

Experience:

• One plus (1+ ) years of prior IT troubleshooting experience required, prior call center experience preferred

• Hands-on experience with Windows environments

Certification /License:

• Additional certification in Microsoft, CompTIA or similar, preferred

• Certification in Information Technology, Computer Science or relevant field, preferred

Skills and Abilities:

• Ability to diagnose and troubleshoot basic technical issues

• Familiarity with remote desktop applications and help desk software

• Good understanding of computer systems, mobile devices and other tech products

• Working knowledge with barcode scanners (specifically DSI) is a plus

• Willingness to learn from each interaction and build a knowledge base for dept improvement

• Ability to provide step-by-step technical help, both written and verbal

• Excellent problem-solving skills

• Excellent written and verbal communication skills, with concise and clear communication

• Must be able to multi-task, manage priorities and bring support issues to resolution

• Team oriented

Work environment:

• Sedentary work with extended periods of computer use

• Occasional work in warehouse/manufacturing plant.

• Must be able to wear required Personal Protective equipment (PPE)

Travel:

• Minimal (10%-15%)

J.B. Poindexter & Co., Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Job Type: Full-time

Pay: $20.00 - $23.00 per hour

Schedule:

• 8 hour shift

Work Location: In person

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