Help Desk Technician I

Hixardt Technologies, INC (Hixardt) is a Cloud Managed Service Provider. We have been providing Cloud Managed Services for 22years, and we are a Veteran Owned Business. We support the Veteran’s First Initiative.

As a Help Desk Technician I, you will be supporting multiple companies, some with multiple locations located across the United States, with each location consisting of 20-250 users, from the Pensacola, FL Headquarters Help Desk.

Hixardt specializes in VMware, CISCO, EMC, Microsoft, Checkpoint, Fortinet, HP, and Dell Technologies. As a Help Desk Technician I, you will be responsible for resolving 80% of the trouble tickets coming in. You will need to be able to resolve these issues quickly and move on to resolve the next issue so that we are meeting our 30-minute resolution time for end user issues.

Our environment is demanding, and we have high expectations on service resolution and delivery. We require proactive and quick resolutions to network and systems problems and quick response to customers’ needs and issues. Properly communicating with the customers in identifying and resolving end user issues, escalating and tracking issues, and keeping the customer informed at all phases of the issue resolution process will be required at all times.

To be successful, you must be able to support the workstations, the workstation OS (Windows/Linux) and applications that end users run on their desktops. This includes but is not limited to Microsoft Office Products, Microsoft Outlook, QuickBooks, ACT, and Adobe Acrobat from the day you start, without any additional training. You must be able to work with end users across the United States remotely and help solve application, printing, and mobile device issues. You will need to be able to successfully access whether the problem is with the end user’s workstation, the servers, network, or security. You will only be responsible for ensuring that the end user’s applications and operating systems are working properly, have all the approved updates and patches, and escalating server, network, and security issues to higher support tiers. Our environment consists of physical and virtual desktops; you must be able to support both.

In our corporate culture we believe in working hard and being accountable for our actions. Individuals must have a well-rounded skill set and be willing to constantly learn security, networking, systems, applications, and virtualization. Our company heavily relies on our administrator’s ability to acquire and maintain industry standard certifications to keep a competitive edge and meet the needs of a constantly changing IT industry. Technicians will be required to obtain certifications to advance as an IT professional in our organization, and to increase your pay. Hixardt provides employees with both hands-on, course based, and boot camp training. Obtaining and maintaining certifications is directly tied to your ability to advance in our organization. Employees must be able to work after hours and on weekends to accommodate customer’s schedules and resolve complex issues. Candidates must be flexible and able to travel to fulfill project obligations. If you “live” technology 24x7 and are interested in getting hands on experience with the latest virtualization, storage, security, and data center technologies, obtaining industry certifications, while working in a demanding environment that will allow you to advance your certifications and career, then we are looking for you!

Position Purpose

The Help Desk Technician I provides end user support and troubleshooting for problems related to hardware, software, and applications. Candidate will be responsible for working with customer and fellow engineers to ensure corporate and customer systems are performing optimally. For this job, 1-3 years of experience is preferred with the ability to troubleshoot and solve end user (desktop, printing, application, and mobile device) technical problems. Candidate should feel very comfortable working in Small Midsize Business, Large Business, and Federal Government environments.

Responsibilities

Networking

• Understands the issues involved with administering and maintaining corporate infrastructure, including network connectivity, Internet access, email, etc.
• Understands the issues involved in administering and maintaining corporate WAN and Security.

Telephony

• Assists with the administration and maintenance of VOIP telephone systems, including telephone switches.
• Assists with the creation of new hire telephone and voicemail extensions, routing extensions to appropriate locations and updating information as Innovator seating assignments change.

Internal Systems

• Supports corporate applications, internal corporate servers, user desktops, etc.
• Supports End User Desktop (Applications and OS), printing, mobile devices
• Provides patch management and application updates for end user desktops nationally.

New Hire Administration

• Creates network and email accounts for new users.
• Sets up computers for new users and ensures delivery of equipment to users in different locations if necessary.
• Updates company phone lists and email address books.

Help Desk Administration

• Answer all trouble calls/emails and trouble tickets into our PSA System.
• Assists in administering and maintaining local and web-based versions of our tracking software.
• Administration and maintenance of Internal Systems programs as well as operating systems used.
• Interacts with clients to resolve end user help desk issues; communicates with clients in a professional manner maintaining confidentiality.
• Provides responses to clients in a timely manner.

Asset Management

• Assists with the inventory management of software licenses, software, hardware, and other IT supplies.
• Assists with the purchase of software, hardware, and other IT supplies.
• Promotes responsible usage and care of corporate equipment.
• Document customer environments and provide versioning.

CAREER PATH CORE COMPETENCIES

Communication

• Listens to others and accepts input from team members.
• Clearly articulate ideas and thoughts verbally.
• Accurately prepares written business correspondence that is coherent, grammatically correct, effective, and professional.
• Relays relevant IT-related information to the company in a timely manner.

PROFESSIONAL QUALITIES

Leadership

• Displays a positive attitude
• Demonstrates flexibility in day-to-day work.
• Sets high standards of performance for oneself.
• Is self-motivated, and organized.

Teamwork

• Establishes harmonious working relationships with team members.
• Appreciates each team member's contributions and values each individual member.

Client Management

• Values clients and responds to their needs as they arise.
• Establishes effective working relationship with clients.
• Follows established communication guidelines.
• Uses good judgment in what and how to communicate with clients.

ORGANIZATIONAL RESPONSIBILITIES

Innovator Development

• Understands the professional development process and becomes actively involved by setting challenging goals and meeting them through continuous learning.
• Seeks input from mentors and supervisors.
• Actively applies feedback received to day-to-day work and strives to improve performance.

Internal Operations

• Accurately completes and submits time and expense reports in a timely manner.
• Accurately completes and submits status reports in a timely manner.
• Complies with all policies and procedures.
• Participates in the implementation and support of IT-related policies.
• Keeps workspace neat, organized and secure.

Education and Experience

• 1-3 years of IT coursework or related experience in college or vocational IT school.
• Entry level certifications such as A+, Network +, Security +