Help Desk Engineer - 46Solutions
- Lexington, KY
- Permanent
- Full-time
Microsoft, Cisco, Linux, or similar certification is a plus. If you’re naturally a helper, enjoy assisting people with computer issues, and can explain technical details simply, we’d like to meet you.Ultimately, you will be a person our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems.Some job duties include (but are not limited to):
- Research and identify solutions to software and hardware issues
- Diagnose and troubleshoot technical issues, including account setup and network configuration
- Ask customers targeted questions to quickly understand the root of the problem
- Track computer system issues through to resolution, within agreed time limits
- Talk clients through a series of actions, either via phone, email, or chat, until they’ve solved a technical issue
- Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
- Provide prompt and accurate feedback to customers
- Refer to internal database or external resources to provide accurate tech solutions
- Ensure all issues are properly logged
- Prioritize and manage several open issues at one time
- Follow up with clients to ensure their IT systems are fully functional after troubleshooting
- Prepare accurate and timely reports
- Document technical knowledge in the form of notes and manuals
- Maintain jovial relationships with clients
- Other duties as assigned
- Some travel required
- Some after-hours response from home or return to office (nights and weekends) is also required. Employee will need to be within a reasonable distance to the Lexington office.
- Aptitude and Appetite to excel as a long-term member of our team
- Effective communication skills via phone and email
- Excellent customer service skills
- Desire to grow and learn new skills and technologies
- Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
- Hands-on experience with Windows/Linux/Mac OS environments
- Good understanding of computer systems, mobile devices, and other tech products
- Ability to diagnose and troubleshoot basic technical issues
- Familiarity with remote desktop applications and help desk software
- Ability to provide step-by-step technical help, both written and verbal
- Industry certifications are a plus
- Associate or Bachelor’s Degree a plus
- Must be able to pass criminal background check and drug screening
- Medical, Dental, Vision Insurance
- Short-Term Disability and Long-Term Disability Insurance
- Company Paid Life Insurance w/ additional Voluntary Life Insurance
- 401K w/ company match
- Employee Stock Ownership Program
- Paid Vacation
- Servant Leadership Training