"Alerted.org

Salary Range: $18.00 - $25.00 Hourly

Role and Responsibilities

As a Help Desk Technician I, you will be the first line of support for our users. You will handle incoming support tickets, phone calls, and in-person walk-up requests, ensuring timely and professional resolution of IT issues. You will also assist with configuring and re-imaging mobile devices including smartphones, tablets, and laptops.

This role includes remote troubleshooting using remote support tools for both Windows computers and Android smartphones/tablets, ensuring users receive fast and effective assistance whether on-site or in the field. You will also be responsible for configuring and shipping new hire equipment such as Android devices, laptops, and peripherals, as well as coordinating and shipping replacement equipment for lost, stolen, or damaged smartphones, tablets, laptops, and related hardware.

Essential Functions

+ Provide Tier 1 support for end users via ticketing system, phone, and in-person walkups

+ Perform remote troubleshooting and support using remote tools for Windows PCs and Android devices

+ Troubleshoot and resolve issues related to Windows 10/11, Android smartphones and tablets, Microsoft Office 365

+ Re-image and configure mobile devices, laptops, and tablets for end-user deployment

+ Configure and ship equipment for new hires, including Android devices, laptops, and peripherals

+ Configure and ship replacement equipment for lost, stolen, or damaged smartphones, tablets, laptops, and peripherals

+ Document and track support issues accurately in the ticketing system

+ Deliver excellent customer service with a friendly and professional attitude

+ Collaborate with other IT team members to escalate and resolve complex issues

+ Maintain awareness of IT policies and best practices for device security and usage

+ Leverage provided access to online IT training to expand knowledge and skills

+ Additional duties as required.

Qualifications and Requirements

+ Associate’s Degree in Computer Science or related field, or equivalent professional experience working in the IT industry supporting desktops, laptops and/or mobile devices.

+ Good problem-solving, analytical, and team-work skills.

+ An openness to learning new technologies.

+ Demonstrated ability to manage multiple priorities, manage helpdesk tickets, and follow through on tasks to completion.

+ Excellent oral and written communication skills and the ability to effectively communicate with IT staff, vendors and consultants, organizational leaders, and users with various levels of technological abilities.

+ Proficiency with Windows 10 & 11, Android devices, and Microsoft Office 365

+ Experience using remote troubleshooting tools to support Windows and Android environments

+ Strong understanding of basic computer hardware, networking, and software support (A+ knowledge level preferred)

+ Familiarity with Samsung Knox Manage is a plus

+ Ability to troubleshoot and resolve issues independently

+ Strong organizational skills and attention to detail

+ Prior help desk or technical support experience preferred

Physical Demands / Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

+ Must be able to physically perform the basic life operational skills of stooping, kneeling, walking, lifting, grasping, pulling and standing.

+ Must be able to lift / move up to 25 lbs.

+ The employee must be able to hear within normal range with corrected hearing in a minimum of one ear, and have corrected vision of 20/40 bilaterally.

+ Must be able to sustain prolonged periods in seated position.

+ Must be able to sit at a computer for extended periods of time.

Why Join HCR Home Care?

+ Work-life balance with a predictable weekday schedule; Monday to Friday, 8:30 AM - 5:00 PM

+ No weekend, evening, or on-call duties

+ Supportive team environment

+ Access to online IT training resources

+ Opportunities for professional growth and development