As a Help Desk Level 1 Technician at Alcala Consulting, you will play a critical role in ticket diagnostics and resolution. You will be responsible for managing the flow of client issues through a ticketing system in ensuring that tasks and issues are resolved per client requirements.

What you will do:

Technical Role:

Close 15 tickets per day
Onboard and offboard our client's employees
Transfer files and settings from and old laptop to a new laptop
Wipe laptops that employees will purchase
Set up new laptops and desktops for clients
Troubleshoot application issues for clients such as Microsoft Office, Adobe, Autodesk AutoCAD, Slack, Zoom, Corel Suite, Nitro PDF, etc
Perform password resets
Update distribution lists in Microsoft 365 and Google Workspace
Create shared mailboxes in Microsoft 365 and Google Workspace
Install applications for clients as needed
Install printer drivers
Troubleshoot printer and or scanner issues
Troubleshoot internet connectivity issues
Provision phone extension as needed with VoIP providers
Update holiday greeting schedules in phone systems as needed
Help users with VPN connection issues
Help users who are having trouble connecting to terminal server or a Microsoft Azure Virtual desktop
Allow websites through web filtering solutions
Allow applications through our application control solution
Troubleshoot backup jobs for desktop, laptops, and servers
Troubleshoot Windows and Mac OS updates
Document the resolution section of every ticket with proof of work, i.e. a description and screenshot of every task performed
Develop scripts with our AI tools to automate repetitive tasks such as application installation, printer driver installation, employee onboarding and offboarding
Internal Role:
- Contribute to the development and maintenance of a comprehensive knowledge base, including FAQs, troubleshooting guides, and solutions
- Train new team members on tools usage, SOPs and policies
- Write one SOP per week
- Security Role:
  - Follow security protocols to protect sensitive data and ensure compliance with company policies and regulations

Requirements

2+ years' experience in a help desk working for a managed IT services provider
2+ years' experience in working with MSP tools (ITSM, PSA, RMM, etc.)
Strong attention to details and commitment to deliver accurate results
Effective English communication skills for client facing tasks
US Citizenship
Valid driver's license
Reliable transportation

Benefits

Paid Medical, Dental, Vision, and Life Insurance
Paid Holidays
Paid Time Off
401K Matching

Alcala Consulting Inc

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Help Desk Technician Level 1