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Helpdesk Technician

2 hours, 9 minutes ago
United States
Full-time
Junior
Technical Support Engineer
Customer and Technical Support
Cybersecurity Windows Server
Apply Now
Varsity Technologies

Varsity Technologies

Varsity Technologies is a trusted Managed IT Service Provider (MSP) specializing in serving nonprofits and mission-driven organizations in California and beyond. With over 25 years of experience, we offer strategic IT services to enhance social impact,...

Internet Software & Services
11-50
Founded 1997
View All Jobs 3

Description

  • Serve as the first point of contact for client technical issues via chat, voice, SMS, and email.
  • Troubleshoot and resolve device, software, and connectivity issues for end users.
  • Assist with setup and configuration of user accounts, email, computers, and mobile devices.
  • Provide support for commonly used office applications, including Google Workspace and Microsoft applications.
  • Document issues, resolutions, and support actions accurately in the ticketing system.
  • Collaborate with technicians, engineers, and other staff to ensure timely resolution, including escalations and transfers to the field team.
  • Learn, follow, update, and improve operating procedures and knowledge base content.
  • Adhere to customer service, service delivery, and cybersecurity policies and procedures.
  • Maintain exceptional customer service in all user interactions.

Requirements

  • Strong working knowledge of Windows 10/11 and basic Windows Server interaction, including user account management, permissions, and troubleshooting.
  • Experience with identity management tools such as Okta, Entra, and similar systems for user provisioning, password resets, and security settings.
  • Familiarity with Microsoft 365 administration, including user setup, license assignment, mailbox troubleshooting, and user-level Teams/SharePoint support.
  • Ability to diagnose and resolve issues with desktops, laptops, and mobile devices.
  • Understanding of device network connectivity, VPNs, wireless troubleshooting, and Internet access issues.
  • Knowledge of MFA setup, phishing identification, endpoint protection, and cybersecurity best practices.
  • Proficiency with remote support tools such as TeamViewer, AnyDesk, Microsoft Remote Desktop, or ScreenConnect.
  • Experience using ticketing systems such as Zendesk, Freshservice, or ServiceNow to manage and document support requests.
  • Ability to communicate clearly and empathetically with non-technical users.
  • IT-related coursework or certifications such as CompTIA A+ or Google IT Support are preferred.
  • Relevant experience in a customer service or helpdesk role is preferred.
  • Familiarity with remote support tools and ticketing systems is preferred.
  • Interest in working with nonprofits and educational institutions is preferred.

Interested in this position?

Apply directly on the company website

Apply Now

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