Help Desk Technician Level 1

As a Help Desk Level 1 Technician at Alcala Consulting, you will play a critical role in ticket diagnostics and resolution. You will be responsible for managing the flow of client issues through a ticketing system in ensuring that tasks and issues are resolved per client requirements.

What you will do:

• Technical Role:
• Close 15 tickets per day
• Onboard and offboard our client’s employees
• Transfer files and settings from and old laptop to a new laptop
• Wipe laptops that employees will purchase
• Set up new laptops and desktops for clients
• Troubleshoot application issues for clients such as Microsoft Office, Adobe, Autodesk AutoCAD, Slack, Zoom, Corel Suite, Nitro PDF, etc.
• Perform password resets.
• Update distribution lists in Microsoft 365 and Google Workspace
• Create shared mailboxes in Microsoft 365 and Google Workspace.
• Install applications for clients as needed
• Install printer drivers
• Troubleshoot printer and or scanner issues
• Troubleshoot internet connectivity issues
• Provision phone extension as needed with VoIP providers
• Update holiday greeting schedules in phone systems as needed.
• Help users with VPN connection issues.
• Help users who are having trouble connecting to terminal server or a Microsoft Azure Virtual desktop.
• Allow websites through web filtering solutions
• Allow applications through our application control solution
• Troubleshoot backup jobs for desktop, laptops, and servers.
• Troubleshoot Windows and Mac OS updates.
• Document the resolution section of every ticket with proof of work, i.e. a description and screenshot of every task performed.
• Develop scripts with our AI tools to automate repetitive tasks such as application installation, printer driver installation, employee onboarding and offboarding.

• Internal Role:
• Contribute to the development and maintenance of a comprehensive knowledge base, including FAQs, troubleshooting guides, and solutions.
• Train new team members on tools usage, SOPs and policies
• Write one SOP per week

• Security Role:
• Follow security protocols to protect sensitive data and ensure compliance with company policies and regulations.

Requirements

• 2+ years’ experience in a help desk working for a managed IT services provider.
• 2+ years’ experience in working with MSP tools (ITSM, PSA, RMM, etc.)
• Strong attention to details and commitment to deliver accurate results.
• Effective English communication skills for client facing tasks.
• US Citizenship
• Valid driver’s license
• Reliable transportation

Benefits

·         Paid Medical, Dental, Vision, and Life Insurance

·         Paid Holidays

·         Paid Time Off

·         401K Matching