Help Desk Technician

Neovera is a leading cybersecurity firm dedicated to protecting businesses from digital threats. Our innovative solutions and expert team ensure our clients' data and systems are secure.

Under the direction of the Manager, Systems Engineering, the Help Desk Technician provides second level phone and in-person support to users for e-mail, connectivity, networking, operating system, and application issues; responsible for generating support tickets, troubleshooting IT related problems and escalating trouble tickets as necessary to specialized staff for resolution. The Help Desk Technician will also participate in project-based work such as upgrades, installations, etc. and must be effective in interpersonal communication and problem solving.

Key responsibilities include but are not limited to:

• Provide exceptional customer service to all users
• Respond to inquiries and requests for assistance from end users via telephone, email and ticketing system
• Analyze/troubleshoot all levels of desktop, application, and network issues (Tier 1 and 2)
• Document, track and monitor technical issues to ensure timely resolution
• Document changes in IT inventory and asset management systems
• Provide timely and thorough input for regular status reporting
• Provide computer hardware and software setup, repair, upgrading, and troubleshooting
• Perform add/modify/delete of user profiles and accounts
• Assist in help desk documentation
• PC Hardware, BIOS, Drivers etc.
• Phone/AV support
• Mobile support for wireless devices (intune)
• Perform other duties and special projects as required

Required Skills

• Excellent oral and communication skills (client-facing)
• 4+ years of relevant work experience administering a Windows Servers, 365 administration, and other mission critical enterprise level systems
• Experience with Microsoft Office Suite, Windows 10/11 OS, PC hardware support, MAC support, Antivirus Software, Imaging
• Experience supporting users in an Office 365 organization
• Experience supporting Salesforce
• Experience supporting Slack and Zoom
• General knowledge of Help Desk ticketing systems ( Jira, ServiceNow.)
• Experience developing process and procedures for end-user instructional use
• Candidate must be a quick learner with exceptional customer service skills
• A pro-active mind-set with a focus on constant improvement and follow through at all levels
• Strong technical problem-solving skills
• Ability to take ownership of issues, work independently or escalate as needed, and find creative ways to resolve problems

Desired Skills

• Experience in working with or for an MSP/ Financial Environment
• Experience with supporting Apple Laptops a plus
• Experience with Carbon Black, NetSkope a plus
• Prior consulting experience a plus
• Curiosity and strong desire to constantly learn
• A self-starter with the ability to work in a fast-paced and ever-changing environment
• Strong ability to balance multiple priorities in a high-demand environment