Hybrid IT Help Desk Support Technician bei AVANT

Job Summary 

The IT Help Desk Support Technician is the first line of support for all technical issues within an organization. This role is responsible for providing prompt, courteous, and effective assistance to end-users experiencing hardware, software, or network-related problems. The technician ensures minimal disruption to business operations by resolving issues quickly or escalating them appropriately. 

Hybrid work schedule. The candidate will need to reside close to one of our two offices, Chicago, IL or Frisco, TX, with the expectation of working in the office for a minimum of 2 days per week. Expected travel is 3-5 company-wide events per year. 

Key Responsibilities 

• Serve as the first point of contact for users seeking technical assistance via phone, email, Teams chat or in person
• Diagnose and troubleshoot hardware, software, and network issues using diagnostic tools and remote access
• Provide Level 1 and Level 2 support for desktops, laptops, mobile devices, printers, and peripheral equipment
• Install, configure, and maintain laptops, software applications, and operating systems
• Escalate unresolved issues to higher-level support teams or vendors when necessary
• Maintain accurate records of issues and resolutions in the ticketing system
• Follow up with users to ensure full resolution and satisfaction
• Assist in onboarding new employees by setting up accounts, devices, and access permissions
• Document common problems and solutions to build a knowledge base
• Monitor system performance and report anomalies or potential threats to IT management
• Monitor companywide security and report any potential threats to IT management 

• 3 Years' proven experience in a help desk or technical support role
• Strong knowledge of Windows and macOS operating systems
• Experience with Microsoft O365 Suite, Azure Active Directory (Intune), Teams, and remote desktop tools
• Basic understanding of networking concepts (TCP/IP, DNS, and DHCP)
• Excellent problem-solving and communication skills
• Ability to work independently and manage multiple tasks simultaneously
• Customer-oriented mindset with a calm, professional demeanor

Education & Certifications 

• Associate’s or Bachelor’s degree in Computer Science, Information Technology, or related field (preferred). 
• Certifications such as CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator Associate are a plus but not required. 

Performance Metrics 

• Ticket resolution time 
• First-call resolution rate 
• Customer satisfaction scores 
• Adherence to service level agreements (SLAs) 

Benefits

• Medical Insurance  
• Dental Insurance  
• Vision Insurance  
• Commuter Benefits  
• 401K Match  
• Unlimited PTO  
• Generous Parental Leave 

The information contained in this job description is intended to convey information about the essential functions and requirements of the position. It is not an exhaustive list of the skills, efforts, duties, responsibilities or working conditions associated with the opportunity. In addition, the employee should be able to communicate effectively and in a constructive manner with management, peers, and coworkers.