The position of Help Desk Technician necessitates an energetic, reliable, and steadfast individual with a minimum of two years of prior help desk experience. A Level 1 Help Desk role serves as the front line of technical support and plays a crucial role in providing timely and effective solutions to end-users, thereby ensuring smooth operations within the organization.

This individual will prioritize customer satisfaction and exhibit politeness, approachability, and the ability to remain composed under pressure. Moreover, a willingness to acquire new technological skills is crucial. The position must demonstrate adaptability, maintain a positive, proactive approach, and possess a "can-do" attitude with urgency. It is imperative that the person excels in collaborating within a team that is geographically dispersed.

Electro Rent Corporation manages numerous IT Systems across various platforms, serving a global user base around the clock – 24/5. While the primary focus of this role is to provide support within the local region it also entails representing and assisting the overall Global Support Desk.

Qualifications

• Proficiency in troubleshooting and resolving hardware and software issues.
• Knowledge of operating systems (Windows, MacOS, Linux).
• Understanding of networking concepts, protocols, and services.
• Familiarity with server environments (Windows Server, Linux, etc.).
• Familiarity with virtualization technologies (VMware, Hyper-V, etc.).
• Knowledge of cloud platforms and services (e.g., AWS, Azure, Google Cloud).
• Knowledge of Active Directory, Group Policy, DNS, DHCP, etc.
• CompTIA A+, or Network+, or Security+
• Microsoft Certified: Windows Server, Azure Administrator, etc.
• Cisco Certified Network Associate (CCNA)
• VMware Certified Professional (VCP)
• Proficient in using remote desktop tools.
• Understanding of cybersecurity best practices and tools.
• Good verbal and written communication skills 

Experience & Education

• At least 3 years of experience in IT support
• A bachelor's degree in computer science, information technology, or a related field.

Electro Rent is the largest, most comprehensive test equipment services provider for market-leading customers around the world. We are focused on delivering outstanding service for customers across a broad range of industries including Aerospace/Defense, Telecommunications, Mobile/Computing, Power & Industrial, Automotive, Medical, Education, New Space, Data Products Rental and more. With 1.1 billion of inventory, immediate shipping to over 100 countries, and a world-class accredited calibration and repair lab, our team of experts solve tough technical and financial challenges related to testing. 

 Electro Rent is an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, religious creed, sex, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, military and veteran status, marital status, pregnancy, gender, gender expression, gender identity, sexual orientation, or any other characteristic protected by local law, regulation, or ordinance.

Primary Duties & Responsibilities

• Receive and log incoming support requests via various channels (phone, email, chat, ticketing system).
• Assess the nature of the issue and categorize it based on severity and priority.
• Provide first-level technical support and attempt to resolve common or straightforward issues. This may include password resets, software installations, and basic hardware configurations.
• Maintain detailed records of each support ticket, including the issue reported, steps taken, and resolutions provided.
• If unable to resolve an issue, escalate it to Level 2 or Level 3 support teams, providing them with all relevant information.
• Keep end-users informed about the status of their support requests, including estimated resolution times.
• Contribute to the development and improvement of the internal knowledge base by documenting solutions to common problems.
• Offer basic training to end-users on common software applications and IT tools.
• Managing multiple active tickets and providing regular status updates to users.
• Ensuring prompt triage of new IT tickets in alignment with agreed-upon Service Level Agreements.
• Coordinating with colleagues in IT Operations, Internal Development Teams, and third-party vendors to address and resolve issues.
• Handling password resets for user accounts.
• Conducting Level 1 troubleshooting for technical issues.
• Taking end-to-end ownership of escalated tickets involving development teams or third-party providers.
• Installing and configuring new laptops and desktops.
• Executing internal user relocations, including phone setups and network patching.
• Establishing new user accounts and deactivating expired accounts in compliance with HR guidelines for both new hires and terminations.
• Oversee software updates, patches, and security fixes across the organization.
• Manage and maintain Active Directory services, including user accounts, groups, and organizational units.
• Create and enforce Group Policies to control user access and configurations.
• Create and update technical documentation, including troubleshooting procedures, system configurations, and best practices.
• Share knowledge with the team and contribute to the internal knowledge base.

Soft Skills

• Demonstrates the ability to learn quickly and adapt to new technologies and software applications.
• Expresses ideas and technical concepts clearly and effectively to non-technical users.
• Works collaboratively with other members of the help desk team and escalates issues as needed.
• The IT field is constantly evolving, so a willingness to learn about new technologies and adapt to changes in the industry is crucial.
• Experience in incident management and the ability to escalate issues appropriately when necessary.
• Possesses strong interpersonal skills and a patient, empathetic approach when dealing with end-users.
• Has a solid understanding of common operating systems, applications, and hardware configurations.
• Can systematically approach and resolve straightforward technical issues.
• Ensures accurate documentation of each support interaction.
• Balances multiple support requests while maintaining quality and responsiveness.