Senior Help Desk Technician
IDT Corporation – IDT Technologies
IDT is looking for a Senior Help Desk Technician to be responsible for Minsk office equipment and infrastructure (limited responsibility).
The role of Help Desk Technician provides Level 1 IT support to all IDT Employees and Contractors. The technician will analyze trouble tickets, answer phone calls, respond to Email and Slack Channel messages regarding problems or questions submitted by IDT Employees and Contractors.
Provide Level 1 desktop/laptop and software support.
Unlock and Reset Account passwords for Network (AM, Citrix, VPN) and Email (Gmail) accounts.
Provide remote desktop support via tools such as Dameware and TeamViewer to resolve PC application and identify hardware problems.
Set up Application Access for IDT Employees and Contractors.
Set up VPN accounts and resolve issues associated with VPN access.
Install software on End User PC's as needed.
Escalate problems (when needed) to team members, Manager, or 3rd party vendors, and track until resolution.
Perform user and asset management tasks.
Build/deploy equipment with IDT PC standards.
Participate in IT projects and tasks as needed.
Planning purchase according to HRs hiring plan.
Work with suppliers, conduct purchase process from the beginning till the end.
Keep storage of equipment safe and consistent, liability for storage items.
Provide accurate accounting of all office equipment (user's, shared, servers, kept in storage).
Assistance for network engineers and sysadmins to keep running all office infrastructure.
Keep Internet connection up, work with providers to solve all kinds of issues and update infrastructure.
2 years of experience as a Desktop Support Technician or comparable support position.
Knowledge of Active Directory and Basic Networking, G-Suite, and MS Office 365 applications.
Knowledge of Windows 10, Windows 7, and Mac OS.
Knowledge of Mobile Devices (IOS and Android)
Good oral and written communication skills in English.
Ability to work independently, as well as the ability to follow and act on instructions via remote communications such as email, slack, or phone calls, etc.
Ability to isolate problems, collect data, establish facts, and draw valid conclusions.
Ability to write routine reports and correspondence.
Cover in 2 shifts presence in the office from 10 am till 8 pm
Strong verbal and written English
Advanced knowledge/experience with workstations
At least basic knowledge/experience with servers and other network and shared infra
Education, Work Hours, Necessary Employee Characteristics:
High school or equivalent.
Work Hours: The position will support hours worked by Minsk employees Monday to Friday. Must have ability to work on weekends, Holidays, and support on-call if needed.
Must be customer focused with the ability to handle difficult pressure situations such as irate callers.
The ability to apply concepts and procedures obtained during on-the-job training sessions to everyday situations.