Help Desk Engineer

Summary

Join Zirous, a leading tech firm, as a Help Desk Engineer and provide daily support to clients, acting as their main point of contact for all technical needs. You will perform proactive maintenance and updates, maintain the ticketing system, triage incoming calls, investigate and implement solutions to technical issues, and create and update client documentation. This hybrid role offers a flexible schedule with remote work options (Mondays and Fridays) and on-site work in West Des Moines, IA (Tuesdays, Wednesdays, and Thursdays). You will collaborate with the technical team and clients on strategy and implementation, onboard new customers, and provide training to new help desk technicians. The ideal candidate possesses a Bachelor's degree or equivalent experience, strong troubleshooting skills, and experience with various technologies including network, back-office, operating systems, and security technologies. Zirous offers a supportive environment with opportunities for professional development and numerous perks.

Requirements

• Bachelor’s degree in Networking Administration, Management Information System, Cyber Security, or a related field, or equivalent previous work experience
• Troubleshooting skills with an eagerness to learn and grow personally and professionally
• Ability to quickly learn and communicate the latest findings in the technology field
• Clear and concise written and verbal communication skills
• Excellent communication skills, analytical ability, good judgment and the ability to work effectively with clients and internal staff
• Previous experience with: Network technology vendors: Cisco, Cisco Meraki, Watchguard and Ubiquiti
• Previous experience with: Back-office technologies: M365/O365, OneDrive, Exchange, SharePoint, Active Directory, Microsoft Entra ID
• Previous experience with: Operating Systems: Windows Server, Windows 10 and 11 workstation and MacOS
• Previous experience with: Security technologies: Endpoint protection, Zero Trust network access, email security, intrusion prevention systems and intrusion detection systems
• Previous experience with: Backup technologies for on-premises and cloud infrastructure
• Previous experience with: VMWare implementation, design and support
• Previous experience with: Intune experience for Windows workstations and mobile device management
• Solid troubleshooting skills and be able to debug and analyze issues to resolution
• The ability to interact with clients in order to maintain good standing, including, but not limited to; assisting in gathering requirements, answering questions, and participating in implementations
• Ability to demonstrate organization and documentation skills
• High energy level, comfortable performing multifaceted projects in conjunction with day-to-day activities
• Professional appearance and attire
• Resourceful, well organized, highly dependable, efficient and detail oriented
• Excellent communication skills, analytical ability, good judgment, and the ability to work effectively with staff
• Position will work closely with other team members and VP of Cloud & Managed Services to accomplish company, client and personal goals

Responsibilities

• Serve clients with daily support of their technology environment acting as the main point of contact for all technical needs
• Identify and perform proactive maintenance and updates through daily client checks
• Maintain ticketing system, following process and standard operating procedures
• Triage incoming phone calls and create tickets
• Independently investigate and implement solutions to technical issues
• Create and update client related documentation (knowledge base articles and standard operating procedures)
• Set up, monitor and maintain network connectivity
• Provide technical assistance and training to system users
• Assist internal team members as needed
• Resolve technical issues through debugging, research, and investigation
• Coordinate with the Zirous technical team and client teams on strategy and implementation details
• Onboard new customers and provide feedback on recommendations to improve the process
• Provide training and guidance to new help desk technicians
• Become a subject matter expert on specific technologies and complete certifications on those technologies
• Ability to prioritize tickets and tasks based on urgency, impact and workload
• Work on client projects as needed
• Work closely with Project Managers to ensure successful project implementation
• Provide expert and specialized hands-on technical support, consultation and coaching to clients
• Travel to client offices throughout Iowa and Nebraska as required based on project scope
• Other duties as assigned

Preferred Qualifications

• Understanding of Professional Services Automation software, specifically with Autotask, a plus
• Understanding of Remote Monitoring and Management technology and best practices, specifically with Datto RMM, Addigy and/or Jamf
• Understanding of Network Attached Storage systems and management

Benefits

• Catered lunches, snacks, beverages, social hours, on-site gym & shower facility, small group activity options outside of work (think axe throwing, bowling, pickleball, go-karts, and more), and a flexible work schedule with the ability to work remotely and in the office
• Recognition for a job well done! Employee of the Month and Employee of the Year awards with bonus amounts for each
• Company-wide lunches on-site and remotely
• Lunch and Learns (throughout the year we educate each other on different industry topics)
• Casual dress - jeans, sweatshirts, and flip flops are all acceptable while in our office or while working from home. We do dress up when client-facing, but don't worry if you are just graduating and don't have business clothes - we offer a clothing allowance!
• Professional development opportunities: certifications, continued education, speaking engagements, etc
• Competitive salary along with an attractive benefits package, including a 401(k) match
• Hybrid model, combining in-office collaboration and remote work days each week
• Flexible scheduling options
• Flexible time off (FTO) with unlimited time off - take the time you need while still being there for your teammates and Zirous
• Paid holidays to recharge and relax
• Cell phone subsidy and discounts with Verizon