Help Desk Technician

The Help Desk Technician is responsible for the deployment and support of IS technologies and infrastructure. Along with the daily support of trouble tickets, the Help Desk Technician will be responsible for the support of specific technologies within the areas of hardware, software, and networking.  This individual will apply proven communication, analytical and problem-solving skills to help identify, communicate, and resolve malfunctions and make the appropriate recommendations to maximize the benefit of IT systems investments.

Minimum Qualifications:

• 2-5 years experience in an onsite Help Desk role
• Associates degree preferred or combination of work experience and college
• Minimum of COMPTIA A+, Network +, or general IT certification(s) preferred

Essential Job Functions:

• Field incoming help requests from end users via help desk system, telephone, e-mail, and chat in a courteous manner.                         
• Provides support to install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, software, networked peripheral devices, and cabling    
• Assists in the analysis and development of new processes and supporting documentation. Keeps existing documents up to date.                          
• Create, configure, or remove access/hardware for multiple users on an ongoing basis.                                        
• Works on yearly projects as assigned by management, including hardware/software upgrades, migrations, efficiencies, security, and business objectives.                   
• Develop help sheets and frequently asked questions lists for end users.
• Perform on-site/remote analysis, diagnosis, and resolution to workstation problems. Recommends and implements corrective solutions.              
• Maintains an inventory listing and status of all workstations and technical devices.
• When necessary, liaise with third-party support and equipment vendors.
• Identifies and creates new solutions to improve efficiency and customer satisfaction.                                               
• Conduct research on emerging products, services, protocols, and standards in support of operational initiatives and security enhancement efforts.
• Coordinate and perform in-depth tests, including end-user reviews, for modified and new systems.                                                

• Provides telecom support, including phone, phone application, and business/user call flow.              

• Identify and resolve operating system issues to maintain services, enhance capabilities, and prevent system outages.  
• Provides afterhours/weekend support as needed

Periodic Job Functions:

• Periodic on-call support for evenings and weekends.
• Periodic travel for onsite support.

The above cited duties and responsibilities describe the general nature and level of work performed by people assigned to the job.  They are not intended to be an exhaustive list of all the duties and responsibilities that an incumbent may be expected or asked to perform

Skills & Competencies Required:

• Followership: Knowledge of and ability to carry out strategies, tasks, and procedures that support the business and audit requirements.
• PC/Workstation Software: Knowledge of and the ability to manage the installation, configuration, maintenance and troubleshooting of PC or workstation software for end-users.
• LAN Administration: Knowledge of LAN tools and software programs, and the ability to use administrative systems and procedures for the local area network and associated network services.
• Help Desk: Knowledge of and the ability to resolve and prioritize computer/software related issues received from employees within an organization appropriately and efficiently.
• Technical Troubleshooting: Knowledge of technical troubleshooting approaches, tools and techniques, and the ability to anticipate, recognize, and resolve technical (hardware, software, application or operational) problems.
• Systems Hardware/Software Infrastructure: Knowledge of software/hardware technology, and the ability to plan global, regional, and local software architecture and infrastructure components.
• Network Operations: Knowledge of and ability to manage the day-to-day delivery of satisfactory network services to customers
• Project Execution: Knowledge of and ability to carry out yearly projects as assigned by management, including hardware/software upgrades, migrations, efficiencies, security, and business objectives.
• Information Security Management: Knowledge of the processes, tools and techniques of information security management, ability to deploy and monitor information security systems, as well as detect, resolve, and prevent violations of IT security, to protect organizational data.

Additional Information:

Full benefit package including medical, dental, life, vision, company paid short/long term disability, 401(k), tuition assistance and more

Recruitment Updates
Fortegra has recently been made aware of unauthorized communications regarding career opportunities by individuals not associated with Fortegra or our recruitment team. Fortegra will only contact you from the Fortegra domain address (@fortegra.com). If you receive a message from someone posing as a Fortegra recruiter via text message, WhatsApp, Telegram or other messaging platform, please report it as phishing and block the sender.

Please be aware of job fraud(s) – all correspondence emails regarding your candidacy will come from our Fortegra.com email address. Thank you.

Fortegra is not accepting unsolicited resumes from search firms for this position.

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