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IT HELPDESK TECHNICIAN
POSITION SUMMARY
The IT Helpdesk Technician is responsible for answering questions and requests related to IT issues. As the first point of contact for users seeking technical assistance, the Helpdesk Technician provides remote assistance by contacting users who submit a helpdesk request.
THE ROLE
- Interpret, evaluate, and resolve problems reported to the help desk regarding various hardware, software, and corporate systems.
- Monitor all support ticket queues; open, resolve or reassign tickets appropriately.
- Escalate advanced inquiries to the IT Manager.
- Place service calls to outside vendors (Office 365, Microsoft Azure, etc.); monitor and track the call until the issue is resolved.
- Onboard and offboard new and terminating employees to include equipment delivery, setup, software installation, and equipment return.
- Maintain current records of problem tickets and their resolutions in the required database.
- Stay informed and current with all procedures for systems and equipment, ensuring documentation is up-to-date and accurate.
- Maintain inventory records of all assigned equipment.
Skills & Requirements:
- Fluent in English.
- Bachelor’s degree in computer science or related field.
- Two to five years of experience supporting user requests in IT Helpdesk environment.
- Strong background in troubleshooting and problem solving.
- Demonstrated understanding of computer systems, mobile devices and other tech products.
- Ability to analyze and address the needs of users.
- Ability to diagnose and resolve basic technical issues.
- Excellent communication skills.
- Professional demeanor.
- Strong organization and documentation skills.
- Ability to travel to the Barcelona office.
Physical Requirements:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.- While performing duties, the employee will constantly operate a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
- The employee will occasionally need to move about inside the office to access file cabinets, office machinery, etc.
- Must be able to lift 35 pounds.
- Must be able to stand or sit for long periods of time.
- Must have the ability to travel to Barcelona, Spain office as required.
- Remote in Barcelona, Spain.
EXPERIENCE
- Experience creating technical content aimed at internal and external users of Web-based SAAS application.
- Experience with Business Process Mapping Notation or similar frameworks for documenting business processes
- IT and or telecommunications experience a plus
- Experience producing documentation in an Agile environment.
- Experience developing or defining a style guide, which is also listed above under responsibilities.
- Extensive experience with documentation tools, including:
- Microsoft Office suite including Visio
- Adobe Technical Communications Suite (Framemaker and Robohelp)
- Experience with SharePoint content management using Wiki, Document libraries, and metadata management.
OUR MISSION AND VISION
ADDITIONAL DETAILS
Equal Employment Opportunity:
Advantage provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Other Duties:
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.
Email careers@advantagecg.com to apply. To view all job listings, visit advantagecg.com/careers.
