IT Helpdesk Technician
Summary:
The core responsibilities of the IT Helpdesk Technician include addressing user inquiries, troubleshooting hardware and software issues, and efficiently managing support requests/incident for prompt resolution. You collaborate with IT teams to resolve problems, handle OS deployments, and ensure standardized configurations. Additionally, you assist with password resets, software installations, and basic network troubleshooting and provide on-site support as needed. Effective communication and meticulous documentation of configurations contribute to your success in ensuring smooth IT operations.
Responsibilities:
- Serve as the first point of contact for end users seeking technical assistance via phone, email, chat or ticketing system.
- Guide users through step-by-step solutions in person or remotely.
- Assist with onboard
- Bachelor’s degree in computer science from an accredited university
- 2+ years of practical experience in a similar technical support role, preferably in a corporate or enterprise environment.
- Good knowledge of ITSM, ITIL standards and its processes
- Excellent communication skills to respond to user inquiries and issues through various channels like phone, email, or chat.
- Ability to collaborate effectively with network, systems, and security teams to address issues.
- Good understanding of network, security, systems, and storage systems.
- Strong understanding of Windows/Mac OS, Microsoft Office Suite, and common business applications.
- Ability to respond to and triage basic security incidents related to firewall alerts.
- Familiarity with network & systems monitoring tools to identify and address potential problems.
- Familiarity with ticketing systems (e.g., ServiceNow, Jira, Zendesk).
- Strong organizational and time-management skills.
- Knowledge of configuring routers, switches, and other networking devices, as well as assisting users with network settings on their devices.
- ding/offboarding tasks such as setting up new user accounts and equipment.
- Assist users in troubleshooting and resolving technical problems with hardware and software.
- Experience with Active Directory, remote desktop tools, or enterprise systems.
- Proficiently manage the lifecycle of support tickets, actively updating, tracking, and efficiently closing them to ensure prompt issue resolution.
- Handle OS deployments and imaging for PCs and laptops, ensuring standardized configurations and streamlined deployment processes.
- Report issues to higher-level support teams when necessary.
- Collaborate with IT teams or departments to resolve issues.
- Handle password resets and account unlock requests.
- Install, configure, and troubleshoot software applications.
- Assist with hardware-related problems, including desktops, laptops, printers, and other peripherals.
- Coordinate hardware repairs or replacements when necessary.
- Monitor network performance and troubleshoot basic network connectivity issues.
- Provide support to end-users for basic network-related problems, such as connectivity issues or slow performance.
- Diagnose and resolve basic network issues, including connectivity problems, IP address conflicts, and DNS errors.
- Ensure antivirus software and security patches are up to date.
- Coordinate with vendors for repairs or replacements when necessary.
- Assist in configuring network, systems, storage, and security devices.
- Provide support to end-users and other IT teams for firewall-related issues.
- Work with security teams to implement and enforce security controls.
- Collaborate with other network engineers, IT teams, and security professionals to address issues.
- Monitor server health, troubleshoot server-related issues, and perform routine maintenance.
- Provide on-site support by visiting offices and locations as needed.
- Ability to perform IT Inventory assets management as needed.
Required Skills & Qualifications:
- Bachelor’s degree in computer science from an accredited university
- 2+ years of practical experience in a similar technical support role, preferably in a corporate or enterprise environment.
- Good knowledge of ITSM, ITIL standards and its processes
- Excellent communication skills to respond to user inquiries and issues through various channels like phone, email, or chat.
- Ability to collaborate effectively with network, systems, and security teams to address issues.
- Good understanding of network, security, systems, and storage systems.
- Strong understanding of Windows/Mac OS, Microsoft Office Suite, and common business applications.
- Ability to respond to and triage basic security incidents related to firewall alerts.
- Familiarity with network & systems monitoring tools to identify and address potential problems.
- Familiarity with ticketing systems (e.g., ServiceNow, Jira, Zendesk).
- Strong organizational and time-management skills.
- Knowledge of configuring routers, switches, and other networking devices, as well as assisting users with network settings on their devices.
- Excellent verbal and written communication skills
Additional Compensation and Benefits: Lucid offers a wide range of competitive benefits, including medical, dental, vision, life insurance, disability insurance, vacation, and 401k. The successful candidate may also be eligible to participate in Lucid’s equity program and/or a discretionary annual incentive program, subject to the rules governing such programs. (Cash or equity incentive awards, if any, will depend on various factors, including, without limitation, individual and company performance.)
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