Help Desk Technician

Department: IS  |  Reports to: IT Supervisor | FLSA Status: Exempt

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General Summary: The Help Desk Technician provides exceptional customer service and technical support to ReadiTech customers for all ReadiTech services.  The successful candidate will demonstrate excellent customer service skills, detailed knowledge of company services and systems as well as the aptitude to develop efficient troubleshooting skills. 

Essential Job Functions:

  • Providing support and service to customers through excellent interpersonal, written, and oral communication skills
  • Provides technical support to customers by answering phone calls, gathering relevant information and troubleshooting and resolving problems and issues.
  • Research complex problems and issues to determine solutions
  • Updates customer account information as appropriate
  • Clearly documents work done in our ticketing system
  • Demonstrating excellent listening skills and the ability to ask probing questions, and understand concerns to reach a mutually beneficial resolution.
  • Having a strong work ethic and be a self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced environment.
  • Regular, reliable, consistent and punctual attendance is required
  • Performs all other duties as assigned

Knowledge, Skills, and Abilities:

  • Knowledge of company policies, procedures, products and services.
  • Knowledge of company safety policies and procedures.
  • Demonstrate competency in using a personal computer.
  • Demonstrate keyboarding (typing) competency
  • Demonstrate competency using Microsoft Office products including Word and Excel.
  • Demonstrate competency using ReadiTech corporate email
  • Demonstrate knowledge of proper phone etiquette
  • Demonstrate ability to communicate well with a positive & friendly manner both orally and in writing
  • Demonstrate the ability to accept responsibility for and work under occasional stressful situations with frequent interruptions
  • Demonstrate desire to learn new skills as technologies change
  • Demonstrate the ability to multi-task
  • Demonstrate ability to perform computer repair and maintenance at customer’s location or in our office to ensure their equipment is functioning properly and efficiently
  • Ability to maintain and upgrade computer hardware and software, performing malware removal, ordering/installing/configuring new computers and home electronics for customers
  • Understand use and need for anti-virus software and anti-spam software such as Webroot, Norton Antivirus and McAfee software
  • Demonstrate familiarity with Internet browsers such as Microsoft Edge, Internet Explorer, Google Chrome and Firefox
  • Basic knowledge of networking, wireless and security technologies
  • Ability to maintain a valid driver’s license and drive to customer locations
  • Perform other duties and responsibilities as required to fulfill job function or as assigned

Education, Experience and Qualifications:

  • Minimum of an Associates degree and/or two (2) to three (3) years of related work experience. Two (2) year technical degree preferred
  • 2 years of experience in computer and laptop repair
  • Must have (or obtain within 1 year) entry-level certifications along with the ability to obtain additional professional certifications as the business need dictates
  • A+ or MCSA: Windows 10 certification required within 1 year
  • Suggested skills include
    • Understand ConnectWise
    • Understand ReadiTech Managed Services
    • Experience with Continuum
    • Experience with Office 365
    • PC troubleshooting
    • Wi-Fi troubleshooting
    • IT Glue familiarity

Physical Requirements:

Seeing: Must be able to identify by sight maintenance needs on buildings and grounds. Must be able to drive vehicle and operate other machinery such as mowers/trimmers.  75 – 100%

Communication: Must be able to communicate with co-workers. 75-100%

Movement: Must be able to move around facilities to perform maintenance and other assigned duties. 0-24%

Climbing/Stooping/Kneeling:  Must be able to ascend and descend ladders and work on different levels of the buildings. Must be able to position self to perform maintenance and other assigned duties. 0-24%

Lifting/Pulling/Pushing: Must be able to lift at least 50 pounds regularly from floor to waist, occasionally overhead, and move heavy equipment. 0-24%

Fingering/Grasping/Feeling: Must be able to write, type, and use phone system. 75-100%

Working Conditions:
This factor measures the surroundings or physical conditions under which a job must be done and the extent to which those conditions make the job disagreeable. Consider the presence and relative amount of exposure to dust, dirt, heat, fumes, contaminants, cold, noise, vibration, wetness, etc.

Good working conditions with the absence of disagreeable conditions.
Note: The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of
the employer.

This position is an exempt position, not subject to the overtime provisions of the Fair Labor Standards Act. DRN is an Equal Opportunity Employer and offers a competitive compensation and benefits package.

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