Help Desk Technician

We are seeking a dedicated and customer-focused Help Desk Technician to join our IT support team. The ideal candidate will play a crucial role in providing technical assistance and support to end-users while ensuring a high level of customer satisfaction. If you are a tech-savvy individual with a passion for helping others and solving technical challenges, we invite you to apply for this exciting opportunity. Join our team and be a key player in providing top-notch IT support to our organization.

At The Riddle’s Group we offer:

• Industry competitive pay rates based on experience, including 1.5x overtime pay
• Incentive and bonus opportunities
• Health, Dental, and Vision coverage plans
• 401K plan with a company match
• Generous number of paid days off for holidays, vacation, and sick time
• Promotions from within for great career advancement

Responsibilities:

1. Technical Support:
   • Provide first-level technical support to end-users via phone, email, or in person.
   • Assist users with hardware and software-related issues, troubleshooting problems to resolution.
2. Issue Resolution:
   • Diagnose and resolve technical issues promptly and efficiently.
   • Escalate complex problems to the appropriate IT personnel when necessary.
3. Documentation:
   • Document and track all support interactions, ensuring accurate and detailed records.
   • Contribute to the creation and maintenance of knowledge base articles.
4. Customer Service:
   • Deliver excellent customer service by maintaining a positive and professional demeanor.
   • Educate end-users on basic troubleshooting and problem prevention.
5. Collaboration:
   • Work collaboratively with IT team members to resolve issues and share knowledge.
   • Assist in the implementation of IT projects and initiatives.

Qualifications:

1. Education/Experience:
   • Two-year technical degree in a relevant field or a minimum of two years of practical experience in a similar role.
2. Technical Skills:
   • Familiarity with desktop operating systems (Windows, MacOS) and common software applications.
   • Basic knowledge of hardware components and peripherals.
   • Understanding of networking concepts and protocols.
3. Problem-Solving:
   • Strong problem-solving and analytical skills.
   • Ability to prioritize and manage multiple tasks in a fast-paced environment.
4. Communication:
   • Excellent communication skills, both written and verbal.
   • Ability to convey technical information to non-technical users.
5. Customer Focus:
   • Customer-centric mindset with a commitment to delivering high-quality support.
   • Patience and empathy when dealing with end-users.

Benefits:

• 401(k)
• 401 (k) matching
• Dental insurance
• Employee Assistance Program
• Health Insurance, multiple plan options to suit your lifestyle
• Health savings account
• Health savings account company contribution
• Life insurance
• Paid time off
• Parental leave
• Referral Program
• Short- and long-term disability plans
• Store discounts
• Vision Insurance
• Voluntary accident and critical illness insurance

Schedule:

• Monday-Friday

Riddle’s Group Inc. is an equal opportunity employer; however, please note that we are only able to contact those selected for further consideration in the hiring process.

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