Skinner Technology Group, LLC Help Desk – Level 1 Support Technician Hernando, MS · Remote · Full time

We are looking for a responsible Level I Support / Help Desk Technician to help support our Lead Engineer in a timely and professional manner. You will provide high-quality level 1 technical support to our clients and complete associated engineering tasks and projects in a timely and effective manner. The Level 1 Help Desk / Support Technician’s main duties include analyzing and troubleshooting computer support problems as well as applying your knowledge of software, hardware products, and services to resolve problems for users. To be successful in this role, you should be proactive, meet deadlines, possess superior customer service skills, and communicate very effectively. Our ideal candidate also has some previous experience as a help desk / support technician and is familiar with troubleshooting and solving help desk tickets.

Description

Responsibilities


  • Analyze & troubleshoot computer support problems as well as apply knowledge of software and hardware products, and services to resolve problems of users.
  • Provide responsive and accurate technical help desk support to users, employees, clients, etc.
  • Handle the responsibility of answering and responding to support emails, telephone calls, and voicemails.
  • Work with operations leaders, software developers, lead engineers, and programming professionals to gather relevant information for reporting and record keeping purposes.
  • Create and maintain troubleshooting and support documentation.
  • Assist STG team in designing and developing utilities for improving support process.
  • Other duties as assigned.



Requirements


  • Minimum one-year relevant experience working as an IT support resource
  • MCP certification in desktop Operating System software required within the first six months of employment (Company paid).
  • CompTIA A+ certification required within first six months of employment (Company paid).
  • Cisco CCNA certifications are a plus
  • Good knowledge of desktop and laptop support
  • Ability to diagnose technical issues
  • Understanding of support tools, techniques, and how technology is used to provide IT services
  • Self-motivated with the ability to work in a fast-moving environment
  • Possess strong business acumen to complete assigned tasks, including the ability to follow complex detailed instructions to accomplish more complex tasks, with confidence and timeliness
  • Excellent interpersonal skills: such as telephone communication skills, active listening, and customer-care
  • Ability to multi-task and adapt to changes quickly
  • Superior analytical, organizational, and troubleshooting/ problem solving skills
  • Have a growth mindset and willingness to learn and grow as a key part of the STG team



Technical Skills


  • Highly skilled with using Microsoft 365 and the Microsoft Office Suite
  • Basic understanding of networking principles:
  • Client Server networking
  • TCP/IP
  • Routing /Switching
  • DNS
  • DHCP
  • Basic knowledge of network wiring
  • Basic knowledge of wireless security and wireless client configuration
  • Entry level knowledge of Active Directory
  • Ability to perform basic user account administration
  • Basic understanding of network firewalling/security technology
  • General knowledge of server maintenance tasks:
  • Backup software monitoring and troubleshooting
  • Disk defragmentation
  • Event log review
  • Hardware monitoring tool review
  • Managed antivirus software experience
  • Malware removal experience
  • Troubleshooting fundamentals
  • Ability to break problems down and use a logical process of elimination
  • Firm understanding of desktop/laptop hardware
  • Ability to diagnose hardware problems.
  • Familiarity with hardware diagnostic tools
  • Firm understanding of mobile device configurations and support