Help Desk Technician

Vizion360 is a leading IT consulting and professional services provider. Since our founding in 2002, we strive to be the best in data management. Partnering with our clients, we provide solutions that help them take advantage of the data in their company and industry. Our solutions help companies grow their top line, improve profitability, increase productivity and manage risk. We work with companies of all sizes, ensuring they overcome the struggle of finding and using data to make important business decisions. 

Our unique product, Vizion360 Impact Analytics, helps process and reorganize our client’s transactional data in a way that is easy to use. We split our Vizion360 analytics into four categories: Customer, Financial, Supply Chain and Customer/Product Profitability. The dashboards, scorecards, and reports in Vizion360 are industry agnostic and can be customized to serve even the most challenging metrics/calculations. Vizion360 is a call to action, providing our clients with the tools they need to harness the power of their data.

As an organization, we strive to create long term, valued partnerships with our clients. We make a difference in the way our clients operate their day to day businesses. We can only accomplish great things for our clients with a strong team of skilled professionals on the front lines and behind the scenes of our projects.

Our culture is centered around our core values: Client Success, Be the Best, Teamwork for Results, Take Responsibility and Do The Right Thing. We provide learning and growth opportunities for our team members. We push each other to be the best in our industry and skill set. Our culture is challenging but fun – encouraging teamwork, problem-solving and stressing the importance of a work-life balance. 

ROLE RESPONSIBILITIES

• Provide high-level technical support, serving as the first point of contact for our internal team and clients seeking technical assistance over the phone or email
• Determining the best solution based on the issue and details provided by team members and clients
• Work with the Help Desk ticketing system to enter, track, prioritize, and follow-up on open trouble tickets
• Document all client requests in our ticketing system
• Supervise asset management, including policies and procedures. 
• Responsible for overseeing the collection of all returning electronic equipment and the issuing of new hardware
• Review, troubleshoot and close help desk tickets assigned
• Ability to diagnose and resolve basic technical issues
• Assist and execute installation of software product installation process for customers
• Troubleshoot PC issues over the phone for all personnel, in office or field locations.
• Install and configure PC software and hardware as needed
• Work with software and hardware manufacturers and vendors on an as needed basis.
• Escalate and work with Level 2 individuals as needed to resolve complex issues
• Set up laptops, monitors, printers and other technology devices across the company
• Create and maintain Help Desk documentation

QUALIFICATIONS

• Associates, undergraduate or graduate degree in IT related field
• Prior experience as a help desk technician or other customer support role is preferred
• Prior experience with Spiceworks or other ticketing systems is preferred
• Strong knowledge of Microsoft Office applications.
• Must be familiar with computer hardware including servers, PC’s, Microsoft O365, and Microsoft Azure
• Experience with account administration and password resets in a Microsoft Active Directory environment
• Must have a good working knowledge of the Microsoft Windows operating systems.
• Strong troubleshooting skills
• Knowledge of network protocols, TCP/IP, understanding of connectivity including Cat 5 network cabling, hubs, switches, LAN, WAN
• Interpersonal skills and excellent written and oral communications, including the ability to collaborate effectively
• You must fit our company Core Values

CORE VALUES

• Client Success â€“ You understand how our solutions help our clients achieve their business objectives, coordinating with Delivery to get the job done! You also service internal “clients†within the Vizion organization

• Teamwork for Results â€“ We don’t need any hotshot loners here. It’s all about learning from each other, sharing our skills and lifting the team and our clients to greater heights.

• Be the Best â€“ Technology changes fast, you need to keep up. Good problem solvers excel in our organization. Set goals and achieve them!

• Take Responsibility â€“ Having a strong work ethic is essential. Manage what you can control and don’t blame others.

• Do the Right Thing â€“ Be fair to the client, yourself and the firm. Our team members act with integrity in all they do. It’s also great if you like to give back to the community!