Help Desk Support Technician

Lillington Tech

29 Aug 2020

Lillington

Tech

Information Technology

1

BASIC & TRADE RESPONSIBILITIES:

  • Providing advice on available services and products to new/existing clients at their offices and businesses; by vehicle dispatch and remotely online.
  • Creating relationships with potential new clients and instilling confidence in our services; identifying issues and providing insight to customer’s questions.
  • Making recommendations, estimates and invoices for repair services, computers and hardware/software to fit customers’ needs.
  • Recording customer information and job details into our support ticketing system, and taking payments in-person and over-the-phone.
  • Diagnosing computers (hardware, software, performance), cleaning up junkware/bloatware, removing viruses/malware; restoring OS health.
  • Backing up user accounts and personal files, recovering lost data/files/partitions (program licenses, credentials/passwords, and other system settings).
  • Installing, repairing, cloning and upgrading operating systems. Email setup, migration, configuration. Deploying managed software applications.
  • Printer installation and configuration, including full-featured driver deployment and customized settings configuration.
  • Architect and deploy enterprise networks (wired and wireless) using Ubiquiti hardware; Gateways, Switches, AP's, etc.
  • Monitor, maintain, deploy and convert (physical and virtual) enterprise environments; Windows Server 2008 R2 - Server 2016.
  • Design, on-board, deploy and manage users in server manager, group policy, network sharing, and Office 365 EMC.

MINIMUM EMPLOYMENT REQUIREMENTS:

  • More than stellar customer service skills. You will be on the phone with customers a lot!
  • Clean, attractive and approachable appearance, friendly attitude and patience, and confident/persuasive demeanor and communication skills.
  • Excellent verbal/written/personal interpersonal skills and satisfactory memory, with ability to blindly type at 30+ WPM with good grammar/literacy/accuracy.
  • Multi-tasking performance, ability to work in fast paced environment without being distracted.
  • Thorough understanding of all major hardware peripherals/components and their functionality in modern desktops and laptops. 
  • Proficiency in diagnosis, testing, replacing hardware, and rebuilding computers (PSUs, MOBOs, HDDs, CPUs, RAM, GPUs, LCDs, etc).
  • Complete familiarity with major Windows operating systems and file structures (Win 7/8/10, Mac OSX 10.10+, any Linux.)
  • Proficiency in using major browsers & apps (Chrome, IE, Edge, Safari, Office 2013-2016, Outlook, Windows Explorer, etc).
  • Knowledge of backing-up and restoring file data, user accounts, profiles and settings, and preferences across Windows and Office apps.
  • Expert understanding of modern software applications (installation, configuration, settings, personalization, and uninstallation).
  • Reliable vehicle for transportation to and from work, a valid driver’s license.
  • Must own your own modern (within 3 years old) smartphone, personal computer.
  • Must pass a drug test and background check, not be on medication inhibiting cognitive reasoning, and read this entire job listing twice.
  • 1+ years of customer service/sales (in onsite, direct-to-consumer, or outbound sales environment).
  • 2+ years of technology support rep experience or systems administrator experience (in enterprise environment).

PREFERRED EXPERIENCE:

  • Experience working in a computer repair shop, tech service department, help desk support, automotive repair center, retail store, or customer sales/service center.
  • Competence working with a sales POS system (SalesForce, Quickbooks, etc) AND/OR support ticketing system (Syncro, ConnectWise, Solarwinds, etc).
  • Experience building optimistic rapport with customers, and showing compassion/optimism during scenarios of unfortunate financial decisions.
  • Experience being a tech consultant (aka "matchmaker") knowing fundamentals of not “selling from your own pocket” and giving outward advice.
  • Experience in retail product and service sales, including selling add-ons, bundles, and providing all available upgrade options to the end-user.
  • Component soldering, Enterprise VoIP skills, Technology certifications (A+, N+, Sec+, MSCA, MCSE, etc).

SCHEDULE AND AVAILABILITY:

  • We are hiring both Full-time & Part-Time.
  • Our normal business hours are 8:00a – 5:00p. We are closed on some major holidays. 
  • Personable and friendly team environment + down-to-earth Founder.
  • Position starts as hourly (based on exp) no on the job training other than how we operate. You must have experience & be able to work the position.
  • 1099-contractor for 90-day probationary period, and W2 employee after.

COMPANY PERKS & BENEFITS:

  • Top-rated, highly-regarded and well-respected IT service provider in the Carolinas!
  • Static work schedule, consistent hours and days off, overtime never mandated; QoL balance.
  • Company-paid MS Office 365 E3 subscription for 5 devices (OneDrive, Word, Outlook, Teams, etc)
  • Company-provided Gunnar Optiks digital performance eyewear (Blue UV light repelling)
  • Company-paid Monthly Allowance for break-room refrigerator (Snacks, coffee, soda, etc)
  • PTO benefits (paid time off) begins accruing on your first day employed ¹

[Redeemable at 3 months ¹ / 6 months ² employed]