Help Desk Technician

Help Desk Technician

C Squared Systems, LLC is an RF engineering, consulting, and software development company specializing in providing services for seamless wireless coverage from RF analysis to design and implementation of DAS systems and Wi-Fi networks to remote monitoring and management of complex multi-vendor environments. Site Portal®, a customizable Web-based software, was engineered by C Squared Systems to remotely monitor and manage these complex multi-vendor environments. 

Since 1999, C Squared Systems has executed turnkey in-building wireless solutions using state-of-the art analysis tools to deliver RF solutions that exceed project scope and customer expectations. Our experience, technical expertise, and diverse projects in the wireless realm have allowed C Squared Systems to continually evolve as new technologies are developed and the demands of our customers change.

 Role:

As the face of C Squared Systems, LLC Information Technology (IT), this role is responsible for providing technical assistance with computer systems, hardware, and software. This ranges from those working as developers to those working on the frontline as sales for the company. Daily tasks include: Office 365 deployments and configurations; patching, reporting, imaging, and deployment of laptops and desktops; daily triaging of tickets; ordering of supplies and hardware; tracking of assets; managing daily list of required follow-ups for the team. 

The Help Desk Technician works across a broad range of technologies and liaises across multiple areas of the business to support incidents, problems, and requests. Responsible for answering IT requests via phone, email, or MS Teams and explaining solutions in technical and nontechnical terms. 

To be a successful Help Desk Technician, you should be well-versed in all aspects of computer systems configuration, set up, and maintenance. You should also have excellent interpersonal and communication skills.

Responsibilities:

• Responding to queries on the phone, via email, in person, or through remote access in a timely fashion according to Service Level Agreements.
• Identify, log and resolve technical problems with hardware, software applications, and network systems in an Efficient and Effective manner using the SitePortal Ticketing system 
• Offering technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, and software.
• Train users in the use of all C Squared Systems Information Technology supported Technology with assistance from the rest of the team
• Training other IT staff on troubleshooting and diagnosing problems with assistance from the rest of the team
• Gaining feedback from customers to improve training methods.
• Writing and maintaining all Standard Support Procedures, Standard Operating Procedures, and overall documentation of systems.
• Running reports and analyzing common complaints and problems.
• Any other roles and responsibilities that may be required.

Qualifications:

• An Associate's degree in a Computer related field or at least two years experience in a help desk support role.
• Strong Working knowledge of:

Microsoft Windows 10, Office 365, Active Directory Administration, Group Policy, SharePoint, databases, spreadsheets

• Scripting language experience is a plus
• Relevant Certifications such as Microsoft Certified Professional are a plus
• Good problem-solving, analytical, and team-working skills.
• Excellent communication and interpersonal skills.
• An openness to learning new technologies.