Help Desk Technician

WHO WE ARE

Trek10 builds and manages massively scalable cloud architectures using cutting edge AWS technologies. Headquartered in South Bend, IN, we have a local footprint but operate with a global reach. Today we have customers on four continents and from coast to coast in the United States and a global brand for deep expertise. We are a Premier Tier AWS Consulting Partner with the following AWS Partner Competencies: DevOps, Migration, IoT, Data and Analytics, and SaaS. We have a focus on designing and building serverless / cloud native and IoT systems, DevOps automation, and providing 24/7 AWS infrastructure support. We are pioneering the future of cloud computing and having a lot of fun while we do it!

To better understand the type of cutting edge work we do for our clients, please take a look at some of our case studies.

SUMMARY/OBJECTIVE OF THE JOB:

The Help Desk Technician is responsible for providing technical assistance to end-users, troubleshooting IT-related issues, maintaining hardware, and ensuring the smooth operation of computer systems and networks across the organization. This role is perfect for someone with a strong technical background and a passion for delivering excellent customer service.

DUTIES AND RESPONSIBILITIES:

• Provide first-level support for all hardware, software, and network issues reported by staff, both remotely and in-person.
• Troubleshoot and resolve IT-related problems, including computer hardware, operating systems, applications, network connectivity, and email issues.
• Install, configure, and maintain computer systems, peripherals, and software for end-users.
• Respond to service requests and issues promptly, managing tickets through a tracking system to ensure timely resolution and user satisfaction.
• Assist with the setup and configuration of new devices, including desktops, laptops, and mobile devices.
• Perform routine maintenance tasks, such as software updates, patches, and security scans.
• Document solutions to common problems and create knowledge base articles to assist end-users in resolving issues independently.
• Escalate unresolved issues to higher-level IT support staff or specialists as necessary.
• Assist with hardware inventory management and order IT supplies when needed.
• Collaborate with other IT team members on larger IT projects or initiatives, such as software rollouts or system migrations.
• Provide end-user training on common software applications, best practices, and IT security procedures.
• Other duties as assigned.

REQUIRED QUALIFICATIONS:

• 1+ years of general IT experience (support, hardware, software, etc).
• Proven experience as an IT Helpdesk Technician or similar role in a technical support environment.
• Strong knowledge of Mac and Windows operating systems and basic networking concepts.
• Experience with troubleshooting hardware, software, and network issues.
• Familiarity with IT ticketing systems (e.g., Jira, ServiceNow, Zendesk) and remote desktop support tools.
• Strong understanding of Google Workspace.
• Basic understanding of Active Directory, Microsoft Office Suite, and email clients (Outlook, etc.).
• Excellent communication and interpersonal skills, with the ability to explain technical issues to non-technical users.
• Strong organizational skills, with the ability to manage multiple tasks and prioritize effectively.
• Ability to work independently and as part of a team in a fast-paced environment.
• A customer-service-oriented attitude, with a willingness to go above and beyond to ensure user satisfaction.
• Must be able to work in the office in South Bend, Indiana 2-3 times per week.

PREFERRED QUALIFICATIONS:

• Bachelor’s Degree in Information Technology, Computer Science, or a related field.
• CompTIA A+, Network+, or similar IT certifications.
• Have an AWS Cloud Practitioner Certification, AWS Cloud Architect Associate, Sysops Associate, or Developers Associate Certification.
• Knowledge of IT security best practices and familiarity with antivirus/malware software.

COMPETENCIES: (abilities)

• Communication: The ability to effectively convey information, ideas, and instructions to individuals or groups, both verbally and in writing.
• Time Management: The ability to effectively plan and organize one's own time in order to meet deadlines, prioritize tasks, and make the most efficient use of time.
• Self Management: The ability to manage one's own emotions, thoughts, and behavior in different situations.
• Building Work Relationships: The ability to establish and maintain positive and productive relationships with colleagues, clients, and other stakeholders.
• Problem Analysis: The ability to identify, understand, and analyze problems in order to find solutions.
• Technical expertise: The ability to understand, apply, and stay current with the knowledge, concepts, and practices in a specific field or industry.
• Planning: The ability to set goals, develop action plans, and effectively allocate resources in order to achieve desired outcomes.

BENEFITS:

• We are a remote-first company with a lot of flexibility!
• Medical, dental and company paid vision and telemedicine; Insurance that start on day one of your employment!
• 401k plan with a healthy company match.
• Vacation and unlimited sick time.
• Company paid short-term disability and long-term disability.
• 9 company paid holidays.
• Monthly Employee Care stipend to spend on YOU!
• Annual home office set up and equipment allowance.
• Have fun! We get together at various locations across the US for team retreats!
• Robust training and continuous learning environment with lots of team support!
• Develop a skill set that will set you up for long term professional growth and development!
• Get paid (of course)! We have competitive salaries!

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.

Trek10 participates in E-Verify. All persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. We are unable to sponsor or take over sponsorship of an employment Visa at this time.