Helpdesk Technician

Description

About Shift Digital

Shift Digital is a leading provider of technology and digital marketing solutions, delivering best-in-class support to our clients and internal teams. We are passionate about creating seamless digital experiences and providing reliable, efficient technology services that empower our people to do their best work.

Position Overview

We are seeking a motivated Helpdesk Technician I to join our IT team. This entry-level position provides first-line technical support to Shift Digital employees, ensuring smooth day-to-day technology operations. The ideal candidate is detail-oriented, customer-focused, and eager to grow their skills within a Microsoft-based environment.

Summary
The Helpdesk Technician:
1. Provides responsive and professional support to end users with varying technical skill levels.

2. Is responsible for maintenance of end-user hardware, software, and accounts.

3. Plays a key role in keeping the company productive by ensuring our technology runs smoothly and securely.

4. Gains hands-on experience across a wide range of technologies and has opportunities to grow into more advanced IT roles.

Functions
Helpdesk Technician functions can be grouped as follows:

End-user Support, 75%

• Investigate, troubleshoot, document, and resolve hardware and software issues.
• Create and maintain helpdesk tickets to track issue resolution, identify support trends, and build long-term statistics.
• Configure end-user hardware, software, and peripherals in accordance with existing policies and operational requirements.
• Coordinate with vendors or internal teams as needed to resolve hardware or software failures; communicate clearly with impacted users.
• Deliver excellent customer service by helping employees get back to work quickly and confidently.

Maintenance, 15%

• Maintain user accounts in Microsoft 365, Azure Active Directory, and other systems as required.
• Maintain and organize equipment inventory and assist with accuracy of asset tracking systems.
• Contribute to and expand IT knowledgebase documentation to help the team and end users self-serve solutions.
• Assist with deployment of hardware upgrades, OS updates, and application patches.
• Support periodic reviews of IT policies and procedures to improve accuracy and efficiency.

Miscellaneous, 10%

• Take on various other tasks as required by business needs, with opportunities to learn new systems and skills.

Knowledge and Skills
Shift Digital is willing to train the right candidate to continually expand and enhance their skill set. The minimum requirements for a Helpdesk Technician are:

Education and Experience:

• Associate’s degree, technical certifications (e.g., CompTIA A+, Network+, Microsoft 365), or equivalent proven experience.
• At least one year of helpdesk and/or desktop support experience.

Skills:

• Proficiency with Microsoft Windows 10 and 11 operating systems.
• Proficiency with Microsoft 365 applications (Outlook, Teams, Word, Excel, PowerPoint, OneDrive).
• Familiarity with macOS.
• Familiarity with Apple iOS and Android mobile operating systems.
• Familiarity with hardware and software troubleshooting techniques.
• A curiosity to learn new technologies and grow within IT.

Communication:

• Ability to explain technical information clearly and effectively, including to non-technical end users.
• Strong teamwork skills and a willingness to collaborate.
• Excellent attention to detail in written communications.

Problem Solving and Decision Making:

• Ability to troubleshoot, isolate, and resolve errors and issues.
• Skilled in using internal and external resources to resolve support issues.
• Ability to analyze data and determine best path to resolution.
• Ability to prioritize tasks and manage time effectively.

Working Conditions and Physical Requirements
In general, the Shift Digital Helpdesk Technician will work regular business hours in a casual office environment. A fully qualified candidate will meet the requirements below, with reasonable accommodation.

• Ability to work at a desk in an open office environment for long periods of time.
• Ability to occasionally move or set up IT equipment (up to 50 pounds).
• Ability to provide occasional after-hours support as necessary.
• Occasional travel to other offices may be required.

Shift Digital participates in eVerify.