Buzz Oates
Job Summary
Responsible for supporting users and guests with technical issues or questions relating to computer hardware and software. Available to our users via phone calls, emails, tickets, or teams chat. Assisting with the installation, configuration, troubleshooting, maintenance, and support of desktops, printers, and mobile devices per company standards.
KEY RESPONSIBILITIES:
The Help Desk Specialist role is critical to supporting Buzz Oates' mission to create great places where businesses can thrive and succeed by being the first point of contact for our end users.
· Technical Support: Respond to help desk tickets, phone calls, and emails to provide timely and accurate technical assistance for hardware, software, and networking issues.
· Troubleshooting: Diagnose and resolve basic technical problems, software installations, and network connectivity issues.
· Documentation: Record and maintain detailed logs of customer issues, steps taken to resolve them, and the outcome in the ticketing system.
· System Monitoring: Monitor system performance and identify potential issues before they impact users.
· Collaboration: Work with senior IT team members to escalate complex problems and provide updates on status and progress.
· Software and Hardware Installation: Assist in the setup, installation, and configuration of software, hardware, and peripheral devices.
· User Education: Provide guidance and instructions to users on best practices, common software tools, and how to avoid or mitigate future issues.
· Maintain Knowledge Base: Assist in updating and expanding the knowledge base with solutions, FAQs, and troubleshooting guides for common problems.
Requirements
CORE COMPETENCIES:
Problem-Solving : Strong ability to troubleshoot technical issues and provide solutions efficiently.
Customer Service and Communication Skills : Excellent communication and interpersonal skills, with a focus on customer satisfaction. Ability to listen to customer input/feedback to find real issue to address.
Organization:
Ability to handle multiple support requests simultaneously and prioritize tasks effectively. Analytical Skills:
Ability to adapt quickly to new technologies and changing business requirements Collaboration:
Ability to establish strong connections with coworkers to build trust and strengthen relationships. QUALIFICATIONS/SKILLS: Associate degree or higher in Information Technology or related field is preferred. IT certifications like CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or similar certifications are desirable. 3 years of IT experience is preferred but not required. As well each year of experience may be substituted with equivalent course units. MSP Experience · Proficiency with Microsoft Office Suite, Windows OS, and common software applications. · Basic knowledge of networking protocols (TCP/IP, VPN, DNS, etc.). · Familiarity with hardware components and troubleshooting. · Experience with ticketing systems (e.g.,, Zendesk, ServiceNow) WORKING CONDITIONS: · Must be able to interact with employees on a regular basis. · Must be able to sit, stand or walk throughout the day in varying levels. · Must be able to lift 30 pounds. · Requires long hours in front of computer screens. · Must be comfortable with an open workspace environment with ambient office noise. · May require working beyond regular business hours to address urgent legal matters or to accommodate employee schedules. · Should be prepared to handle high-stress situations while managing multiple priorities effectively. This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice. Attendance and punctuality are essential functions of this position. Benefits 401(k) 401(k) matching Dental insurance Employee assistance program Flexible spending account Health insurance Life insurance Paid time off Referral program Tuition reimbursement Vision insurance
Ability to handle multiple support requests simultaneously and prioritize tasks effectively. Analytical Skills:
Ability to adapt quickly to new technologies and changing business requirements Collaboration:
Ability to establish strong connections with coworkers to build trust and strengthen relationships. QUALIFICATIONS/SKILLS: Associate degree or higher in Information Technology or related field is preferred. IT certifications like CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or similar certifications are desirable. 3 years of IT experience is preferred but not required. As well each year of experience may be substituted with equivalent course units. MSP Experience · Proficiency with Microsoft Office Suite, Windows OS, and common software applications. · Basic knowledge of networking protocols (TCP/IP, VPN, DNS, etc.). · Familiarity with hardware components and troubleshooting. · Experience with ticketing systems (e.g.,, Zendesk, ServiceNow) WORKING CONDITIONS: · Must be able to interact with employees on a regular basis. · Must be able to sit, stand or walk throughout the day in varying levels. · Must be able to lift 30 pounds. · Requires long hours in front of computer screens. · Must be comfortable with an open workspace environment with ambient office noise. · May require working beyond regular business hours to address urgent legal matters or to accommodate employee schedules. · Should be prepared to handle high-stress situations while managing multiple priorities effectively. This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice. Attendance and punctuality are essential functions of this position. Benefits 401(k) 401(k) matching Dental insurance Employee assistance program Flexible spending account Health insurance Life insurance Paid time off Referral program Tuition reimbursement Vision insurance