Help Desk Technician

We're seeking a highly motivated and technically skilled Help Desk Technician to join our MSP.  The Help Desk Technician handles advanced technical issues that require deeper investigation and expertise. This role ensures timely resolution of escalated incidents and contributes to continuous service improvement.  The ideal candidate will be the first line of contact for end-users experiencing technical issues, providing expert troubleshooting, prompt resolution, and clear communication. This role demands a customer-focused mindset, excellent problem-solving abilities, and the capacity to work effectively under pressure. If you thrive in a fast-paced environment, love tackling intricate technical issues, and have a track record of providing outstanding customer service, we want to hear from you!

Responsibilities:

• Respond to user inquiries via phone, email, or ticketing system in a professional and timely manner.
• Troubleshoot and resolve hardware, software, and network-related issues on primarily Windows platforms.
• Set up and configure desktops, laptops, mobile devices, printers, and peripherals.
• Manage user accounts, permissions, and access rights using Active Directory and Office 365.
• Escalate complex issues to Tier 2 support or relevant departments as needed.
• Contribute to continuous service improvement initiatives and suggest enhancements to IT support workflows.
  
• Document and maintain accurate records of support interactions and solutions.
• Stay current with industry trends and emerging technologies to enhance troubleshooting capabilities.

Qualifications:

• 5+ years of proven experience in a help desk or equivalent technical support role.
• In-depth knowledge of Windows operating system.
• Familiarity with Active Directory, Office 365, and remote support tools.
• Strong proficiency in diagnosing and troubleshooting hardware and software issues.
• Exceptional problem-solving skills and attention to detail.
• Excellent communication and interpersonal skills.
• Relevant certifications such as CompTIA Tech+, HDI Customer Service Representative (HDI-CSR), Microsoft 365 Certified: Copilot and Agent Administration Fundamentals (AB-900), Microsoft Azure Fundamentals (AZ-900) 

Benefits: Medical/Dental/Vision/Retirement Plan

Required & Preferred Qualifications (if applicable):

The above description is an overview of the job. It is not intended to be an all-inclusive list of duties and responsibilities of the job as these may change with business needs. BEAR Technologies reserves the right to add, change, amend, or delete portions of this job description at any time, with or without notice. Reasonable accommodations may be made by BEAR Technologies in its discretion to enable individuals with disabilities to perform the essential functions of this job.

This position is Security Sensitive, therefore, candidates will be subject to a criminal background check.