Help Desk Support Technician

CALIBRE is an Employee-Owned Management Consultant and Digital Transformation company, has an immediate opening for a Service Desk Technician.  

The Service Desk Specialist will analyze, receive, prioritize, and process incidents through the IT ticketing system. The Service Desk Specialist is responsible for developing and maintaining internal and external customer contact for support issues.  While providing a professional and courteous customer experience to the client.  The candidate will work as part of a team to ensure incidents are handled and resolved within the IT Service Level Agreements (SLA). The candidate will require an aptitude for working with applications and systems to undertake analysis, diagnosis and resolve technical incidents in a friendly professional manner. Additional responsibilities will be to maintain and follow all processes and procedures written in the IT Service Management System (SMS).  

The Service Desk Specialist will work under the direction of the Director, IT Services & Facilities. This role will consist of specialized individual tasks and assignments, along with team related projects as required.

Duties include, but are not limited to:

• Administer user accounts and access rights
• Diagnose and maintain local systems inventory, system deployments, replacements and roll outs
• Provide remote troubleshooting to clients
• Provide support with remote connection software
• Perform data migrations from existing hardware to new hardware

• Working knowledge of various Operations systems, (Windows 8,10, 11)
• Experience in Microsoft Office Suites, O365, Windows, SCCM
• Experience supporting mobile devices like iPad, iPhone & Android, tablets
• Respond to tickets in accordance with SLA guidelines
• Manage and support Active Directory, Azure, MS Exchange, VPN, printer configuration, Windows file permissions
• Provides remote and on-site troubleshooting for hardware and software
• Working knowledge of networking concepts including DNS, TCP/IP, DHCP, SMTP, as well as switches and wireless access points
• Monitor and respond quickly and effectively to requests received by the service desk application
• Provide incident and problem management support
• Knowledge of Two-Factor Authentication (RSA)
• Able to complete multiple simultaneous projects in a timely manner.
• Ability to perform product research to find solutions to issues
• Ability to interact with Tier II and III team members to escalate tickets when needed
• Exceptional customer service, and interpersonal skills
• Provide support for audio-visual systems including setup and repair of conference rooms
• Strong written and verbal skills as well as problem solving skills.
• Available to work an on-call rotating schedule
• Self-motivated, responsible, organized, detail oriented, quick learner, and a team player
• Must possess a high attention to detail
• Must be able to lift or carry up to 50 lbs.

• Associates degree or at least 2 years of IT experience, Bachelor’s or Associates degree preferred (Other education, commensurate experience and demonstrated ability of individual may be substituted.)
• 2 – 4 years of corporate IT or tier 1 or 2 helpdesk, preferred
• IT related certifications desirable- A+, Net+, MCP, Security +