NTG · 15 hours ago
Help Desk Technician I
Tampa,FL,US
Full-time
Onsite
New Grad, Entry Level
0+ years expNorthern Technologies Group (NTG) is an SBA-certified 8(a) small business seeking a highly motivated Helpdesk Technician to support mission-critical IT infrastructure. The role involves providing frontline support across various technologies, focusing on Microsoft environments, network monitoring, and end-user administration in a 24 x 7 x 365 Network Operations Center.
Cloud ComputingConsultingInfrastructure
No H1B
U.S. Citizen Only
Responsibilities
Provide outstanding service to clients/customers, both internal and external
Handles incoming queries and helps requests from end users, via submitted ConnectWise tickets, email, or phone
Assists end user with troubleshooting and resolving desktop, network and application-related problems including problems with passwords, printers, email, anti-virus programs and POS software
Takes detailed notes of the problem the user is experiencing and determines the steps that can be taken to get the issue resolved
Triages and/or resolves end-user problems within scope of responsibility
Escalates user support requests to higher-level IT resources, providing adequate notes regarding problem and the steps already taken to try to resolve
Assumes responsibility for customer service requests from open to close
Maintains detailed records of user issues to help diagnose future issues
Performs system tests and updates after troubleshooting takes place
Executes notification processes to management and clients during service disruptions and facilitate escalation
Configures computers and network devices
Maintains department-wide operations such as creating, editing and maintaining IT documents
Supports the creation of detailed documents on customer networks and systems
Provides on-site support if needed
Proactively monitors IT tools to prevent possible future user issues
All other tasks as assigned
Qualification
Required
Must be a U.S. Citizen
High School education or equivalent required; undergraduate education and work experience in entry level IT are preferred but not required
Strong organizational skills and the ability to prioritize workload in order to manage goals and meet deadlines through collaboration and teamwork
Excellent analytical and problem-solving skills
Must have excellent attention to details and good-record-keeping skills
High level of interpersonal skills with demonstrated poise, tact and diplomacy
Strong professional skills when dealing with customers or partners
Excellent communication skills, written and verbal, with the ability to clearly communicate issues to all levels of management
Knowledge of Windows PC hardware and OS support
Basic network, LAN & WAN, troubleshooting
Preferred
6 months to one-year experience in a help desk/call center environment
Experience using call tracking system
ITIL Foundations Certification (preferred or must obtain within 3 months of hire date)
A+ Certification or equivalent (preferred or must obtain within 3 months of hire date)
Company
NTG
NTG is an IT consultancy that provides network infrastructure, cloud computing, cyber-security and applications.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
William Behee
Partner Alliances Manager
Recent News
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