Helpdesk Engineer II - (Onsite Technician)
GENERAL PURPOSE OF THE POSITION
This position is part of the Tier 2 Helpdesk Support Team and is responsible for the frontline support of our customers' needs including, but not limited to, desktop support, troubleshooting hardware, software, and network related issues. Candidates in this position will receive on-the-job training for the specifics of Acorn's networks and customer set up by WFH for several weeks prior to assuming fulltime on-site responsibilities at a customer within the Goleta/Greater Santa Barbara area. The employee in this position will report on-site to the customer's location daily once the training period has ended.
GENERAL PURPOSE OF THE POSITION
This position is part of the Tier 2 Helpdesk Support Team and is responsible for the frontline support of our customers' needs including, but not limited to, troubleshooting hardware, software, and network related issues. Responsibilities will be a hybrid of providing support remotely from the customer's IT office and in-person support with the end-user.
DUTIES
Provide outstanding service to customers via telephone, email, and in-person.
Customer-facing on-site support of end-users.
Configure and deploy new equipment.
Take direction from project management and account management team to provide end-client support.
Be the professional face of the Company while servicing the end-client.
Assist customers in troubleshooting technical problems.
Document and respond to customer issues, utilizing a trouble ticketing system.
Create and maintain documentation records of client systems, utilizing online documentation portal.
Be a primary point of escalation from the Tier 1 support specialist, and provide guidance and mentorship for Tier 1, as time and duties allow.
Diagnose, resolve, and escalate critical technical issues to Tier III and Senior System Administration Staff.
Periodic light travel between customer locations.
EDUCATION AND EXPERIENCE
High school diploma or equivalent required. College coursework or technical training is a plus.
CompTIA, A+, and Security + certifications desired.
3-5 years working in an IT helpdesk or IT call center environment experience required.
KNOWLEDGE, SKILLS AND ABILITIES
The desire for and ability to learn new skills.
Ability to quickly assess customer complaint and escalate issue to higher level technician.
Ability to work independently and as a team is critical in this position.
Professional telephone and communication skills required.
Service-driven personality with strong customer service skills.
Sound verbal and written communication skills.
Intermediate technical and troubleshooting knowledge of computers and networks.
Ability to efficiently manage multiple tasks without frequent supervision.
Ability to set priorities and solve problems.
Have solid Windows and/or Macintosh OS experience, both as a user and as a technician.
Experience with maintaining and troubleshooting domain environment required.
Troubleshooting knowledge of Microsoft Office applications including Outlook, Word, and Excel.
Experience in using Internet Explorer, Google Chrome, Mozilla Firefox, Microsoft Outlook/Outlook Express/OWA, and other internet applications.
Practical experience administering Windows Server 2018+, Office 365, and Microsoft Active Directory required.
Solid experience with enterprise grade networking hardware.
Experience with trouble ticketing systems, remote management tools.
PHYSICAL REQUIREMENTS
Prolonged periods of sitting at a desk and working on a computer, interacting with others through written forms, voice, phone, and video conferences. Ability to lift up to 50 pounds and to carry up to 30 pounds, and physically deploy computer and networking hardware within business settings. Positions self to install equipment, including under desks. Able to provide verbal instruction to others.
OPENINGS
Full-time positions available now, with opportunities for advancement. Will require working evenings and weekends, generally scheduled in advance. Open until filled. Background check required prior to hiring.
COMPENSATION
$23-26/hour, depending on experience. Plus benefits.
CONTACT INFORMATION
Principals only. Recruiters, please don't contact this job poster. E-mail resumes to [email protected] (Word or PDF, no links or images will be accepted). Please reference tracking code 5906036 in your email communication; failure to do so will result in your application not being processed.
COMPANY
Acorn Technology Services is a provider of Managed Information Technology Services (“MITS”). We believe that all businesses, regardless of size and industry, are increasingly dependent on information technology, but find the understanding and management of IT to be a distraction from the activities that are essential to their success. Acorn Technology Services offers high quality, reasonably priced, dependable IT solutions, thereby allowing its customers to focus on their core competencies.
OUR VISION
Support our customers in achieving their missions by being an indispensable technology partner.
OUR MISSION
Provide secure, efficient, and affordable technology solutions to government and private enterprise.
OUR VALUES
Accountability
Integrity
Treat others with kindness, respect, and empathy
Strive for Excellence
Approach the business with transparency
Have Fun While doing what we love
Diversity