Helpdesk Technician

Company Description
SD IT Support offers a full suite of IT support, Network Services, and Consulting. We are a local leader in the IT industry, providing services to many organizations to manage their networks effectively. Our specialties include Managed IT Services, Managed Backup Service, and Managed Security.
$23 or DOE
Job Overview
The Help Desk Technician will work with the rest of the IT Department to triage and respond to technical support requests. This position will provide remote support.
To be successful in this position the candidate needs to be a great communicator, adaptable, a solid problem solver and critical thinker, and a hardware/software generalist with a focus on client satisfaction.
As with any position with SD Reliance, success can be found in this position by someone who always keeps the big picture in mind when tackling a task; someone who is positive and proactive; someone who is a team player, works hard, figures out how to get things done but asks questions whenever they need.
Responsibilities and Duties
The responsibilities and duties of the Help Desk Technician would include but are not limited to:
Field incoming client calls
If necessary, create ticket in PSA and log all relevant details about issue
Diagnose and resolve common IT incidents that arise
Escalate incidents/service requests that cannot be resolved within a reasonable amount of time
Communicate with users – keep them informed of incident progress, notify them of impending changes or agreed outages, etc.
Participate in technology projects (upgrades, rollouts, remediation, onboarding, etc).
Monitor and respond to alerts from our remote system monitoring tools and if necessary, input issues into our service ticketing system
Manage equipment and software inventory for clients.
Record time spent servicing clients on ticketing issues
Document all work and issue details, routinely and comprehensively
Occasionally may require an adjusted work schedule, overtime, and evening/weekend hours in order to prevent or limit downtime for our clients.
Education:
At least one industry certificate or equivalent post high school education
Minimum: A+, Network+, etc.
Experience:
· Knowledge of dental practice management software such as Dentrix, Open Dental, Eaglesoft a HUGE plus, but is not required.
· At least one (1) year hands-on experience working in a business technology related position, or equivalent work experience.
· Experience providing direct, high quality customer service/support
· Prior experience working with a PSA ticketing system
· Using a managed services product and/or PSA such as Datto RMM or Autotask
Qualifications
· Firm grasp of tools required to administer Windows platforms (Win 7/10, Window Server 2008/2012/2019/2022)
Ability to perform basic troubleshooting on a business LAN\WAN
Ability to perform quick yet effective troubleshooting of Windows based applications, networking, virus/malware, etc
Ability to perform basic tasks in Active Directory.
Technical understanding of virtualization technologies such as VMWare and HyperV
Able to coach and guide users through basic computer tasks
Ability to work independently, while committing to and collaborating as part of a team.
Ability to maintain calm under pressure and thrive dealing with the unexpected.
Ability to learn and adapt quickly to changing situations, issues, environments, etc.
Working knowledge of relevant operating systems, software and programming
A clear understanding of the client/server technology and network architecture
Excellent problem-solving, critical thinking skills and decision-making skills
Keen attention to detail
Good organization, time management and prioritization
Efficient troubleshooting abilities
Effective communication skills, including speaking, writing and active listening
Great customer service and interpersonal skills
Great project management skills, including organization, planning, time management and prioritization
Physical Demands:
Ability to sit or stand for prolonged periods
Miscellaneous:
The Candidate chosen for this position may have the opportunity, after certain training milestones are achieved, to have a flex schedule in which some work can be done nights and weekends, e.g. server reboots, server provisioning, applying updates and other after-hours troubleshooting.
Job Types: Full-time, Permanent
Pay: From $23.00 per hour
Expected hours: 40 per week
Benefits:
401(k)
401(k) matching
Dental insurance
Health insurance
Life insurance
Paid time off
Vision insurance
Schedule:
Day shift
Monday to Friday
Work Location: Remote

Work arrangement
Yes