Virtual Technologies Group is hiring a
Help Desk Technician

Summary

The T2 Help Desk Technician provides remote support to resolve computer-related issues, monitors tickets, manages accounts, sets up and configures software, handles backups, communicates with coworkers, trains junior staff, and continues learning. A 2-year degree in Information Technology or equivalent experience is required, along with 2 industry certifications gained within the last 3 years.

Requirements

• A 2-year degree in Information Technology or equivalent experience is required
• 2 Industry certifications gained within the last 3 years are required

Responsibilities

• Troubleshoot and resolve computer-related issues with end users remotely and over the phone
• Proactively monitor tickets to prevent larger issues from occurring
• Identify and remove viruses, malware, and browser infections
• Manage accounts through Microsoft Active Directory/Entra ID and Office 365
• Setup and configuration of Microsoft Office products and many other software products
• Monitor and fix issues related to customer backups
• Handle issues in an organized fashion through a ticketing system with regular customer updates
• Communicate with coworkers to escalate tickets to Senior HD Technicians as needed
• Become product/solution expert on team and be able to train others on the same
• Back up Tier 1 on the phones and tickets as needed
• Escalate unresolvable tickets to Senior Help Desk Technicians or management
• Training, mentoring, and supporting T1 Help Desk Technicians
• Holding weekly training sessions with the T1 Help Desk Technicians
• Leading the training and onboarding of all new employees
• Continue to learn and back up on voice or data support
• Optional to perform in team on-call rotation
• Keep an eye on first response SLAs to meet customer expectations and work with T1

Preferred Qualifications

• Excellent with oral and written communication
• Ability to quickly solve problems
• Flexibility in a dynamic work environment
• Multitasking and completing projects according to their scheduled deadlines