IT Help Desk Technician II

Schedule: Sunday - Thursday

Purpose

We are looking for a Help Desk Technician to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them.
An excellent Help Desk Technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.
The goal is to create value for clients that will help preserve the company’s reputation and business.

The Role

• Serve as the first point of contact for customers seeking technical assistance
• Perform local and remote troubleshooting through diagnostic techniques and pertinent questions
• Answer help desk tickets and provide timely resolution.
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Complete tasks and/or projects as assigned in downtime.
• Record events and problems and their resolution in the ticketing system
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures
• Manage accounts in multiple systems, including Active Directory, the Atlassian Cloud, Office 365 & others as assigned.
• Procure I.T. equipment and provision based on user requirements.
• Record new assets and update existing asset changes in asset management system

Basic Qualifications

• Ability to lawfully access information and technology that is subject to US export controls
• Demonstrated proficiency related to the position, including, BS/BA Degree OR Certification(s)/Certificate(s) OR Technical Program Completion OR Past Work Experience
• Tech savvy, good understanding of computer systems, mobile devices, and other tech products
• Ability to diagnose and resolve basic technical issues
• Excellent communication skills
• Jira experience preferred
• Office 365 experience preferred
• Customer-oriented with a positive attitude
• Willingness to tackle problems and find solutions

Work Environment

• Able to work on-site
• Occasional after hours or holiday weekends on call.

Compensation

At Divergent, our pay range is based on the level of the job. For this role, we will consider candidates at levels S01 - S02 as evaluated through our interview process. 

• INT S01: $30.00 - $49.00
• INT S02: $34.00 - $56.00