Helpdesk Support Engineer I – Entry Level Tier I Helpdesk Support - Riverside, CA
COMPANY
Acorn Technology Services is a strategy-driven IT Services Company Headquartered in Riverside, CA, with clients located around the world. We believe that all businesses, regardless of size and industry, are dependent upon information technology, but find the understanding and management of IT to be a distraction from the activities that are essential to their success. We provide boutique service backed by Enterprise expertise. We offer high quality, reasonably priced, Enterprise Class IT Services to the mid-market and SMB. Our 10-year goal is to triple our revenue and become a platform MSP, driven by effective, affordable, and comprehensive IT solutions.
GENERAL PURPOSE OF THE POSITION
This position is part of the Tier I 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.
DUTIES
Provide outstanding service to new and existing customers via telephone and email.
Assist customers in troubleshooting technical problems remotely.
Troubleshoot and fix computer and network hardware.
Document and respond to customer issues.
Diagnose, resolve, and escalate critical technical issues to Tier II and Senior Helpdesk Engineering Staff.
Maintain procedures and reports that contribute to the technical knowledgebase for the entire organization.
EDUCATION AND EXPERIENCE
High school diploma or equivalent required. College coursework or technical training is a plus. Applicable work experience may be substituted for education.
Experience with configuration and deployment of computer hardware, including but not limited to: desktops, laptops, tablets, POS systems, thin clients. Helpful, but not required.
Experience with configuration and deployment of computer peripherals, including but not limited to: monitors, microphones, printers, specialized data entry equipment. Helpful, but not required.
Experience with the deployment of networking hardware, including but not limited to: routers, switches, telecomm equipment. Helpful, but not required.
KNOWLEDGE, SKILLS AND ABILITIES
The desire for and ability to learn new skills.
Ability to quickly assess customer complaint; escalate issue to higher tier technician if solution is outside skill set.
Courteous, patient, and professional demeanor, both for written communications and phone interactions. Must be fluent in English.
Ability to work independently and as a team is critical in this position.
Technical and troubleshooting knowledge of computers and networks.
Service-driven personality with strong customer service skills.
Sound verbal and written instructional communication skills.
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.
Basic proficiency in Microsoft Office applications including Outlook, Word, and Excel.
Experience with troubleshooting physical networks and network endpoints beneficial.
Working troubleshooting knowledge of Microsoft Office applications including Outlook, Word, and Excel.
Experience with common internet browsers, Microsoft Outlook/OWA, Office 365, other internet applications.
Experience with trouble ticketing systems, remote management tools desired.
PHYICAL REQUIREMENTS
Prolonged periods of sitting at a desk and working on a computer, interacting with others through written forms, voice, phone, and video conferences. Able to provide verbal instruction to others.
OPENINGS
Full-time positions available now, with opportunities for advancement. Potential to work evenings and weekends, typically scheduled in advance. Open until filled. Applicants subject to background checks.
COMPENSATION
$18.50/hour. Plus Benefits.
CONTACT INFORMATION
Principals only. Recruiters, please don't contact this job poster. E-mail resumes to [email protected] attach to the email as a PDF or a MS Word document; links are not acceptable. Please reference tracking code 4806125 in your email communication; failure to do so will result in your application not being processed.
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
OUR CLIENTS
50-1,000 employees or smaller firms who have high end IT and Security needs
CEO, President, CFO, CIO/DIT
Verticals: Government and Quasi-Government, Transportation, Accounting/Finance, Non-profit, Legal, Architecture, Engineering, and Construction, Manufacturing, Other