Helpdesk Technician at Rainfocus

RainFocus, one of the most innovative software companies, is in search of an exceptional Helpdesk Technician. We are seeking a skilled and customer-oriented Helpdesk Technician to join our dynamic IT team. The ideal candidate will be responsible for providing technical assistance and support related to computer systems, hardware, and software. If you are passionate about technology, enjoy problem-solving, and thrive in a fast-paced environment, we want to hear from you!About RainFocusRainFocus cares about its employees, customers, and the world in which we live. Our rapidly-growing team serves Fortune 500 companies like Adobe, Cisco, IBM, Oracle, VMware, and others to prepare and execute in-person, virtual, and hybrid events, across the world. Those events are delivered through our industry-disrupting software platform, with groundbreaking business intelligence, to elevate the attendee experience, streamline event operations, and accelerate marketing results. We are well-funded, growing fast, and building a company that is changing the market — it will be challenging, fun and exciting.What You’ll Experience with Your JobA Helpdesk Technician plays a crucial role in providing technical support to end-users, addressing and resolving issues related to computer systems, hardware, and software. Their responsibilities include responding to user inquiries via phone, email, or in-person, diagnosing and troubleshooting technical problems, installing and configuring hardware and software, and collaborating with team members to escalate complex issues. Helpdesk Technicians also maintain accurate records of support interactions and contribute to the development and maintenance of IT documentation. With a focus on excellent customer service, these professionals ensure a seamless and efficient IT environment, helping users navigate and utilize technology effectively.

Essential Responsibilities

The Helpdesk Technician will support employees by providing solutions to helpdesk tickets and other IT related issues, and as such will:

Provide first-level technical support to end-users via phone, email, and in-person

Diagnose and resolve hardware and software issues

Install, configure, and maintain computer systems and peripherals

Collaborate with other IT team members to escalate and resolve complex issues

Maintain accurate records of technical issues and resolutions in the helpdesk ticketing system

Assist in the development and maintenance of IT documentation and knowledge base

Conduct user training sessions on various IT tools and applications

Stay up-to-date with the latest technology trends and recommend improvements to enhance the overall IT infrastructure

Applicable Skills & Experience

US Citizen/Authorized to work in the US

1 - 5 years’ relevant experience from any field, such as (but not limited to):

Proven experience as a Helpdesk Technician or in a similar role

Strong knowledge of Microsoft Windows and Office applications

Proficient in supporting and troubleshooting Apple MacOS environments.

Proficiency in modern device management principles, including automated device enrollment, configuration policy enforcement, and application deployment for both MacOS and Windows environments.

Familiarity with troubleshooting hardware, software, and network issues

Excellent customer service and communication skills

Ability to work independently and collaboratively in a team environment

Detail-oriented and organized with effective problem-solving skills

IT certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician) are a plus

Personal Characteristics

The best candidates for this position will need to have strong chemistry and cultural fit within RainFocus.

They will need to be able to:

Work comfortably in an environment that often involves highly confidential information and be able to keep such information confidential

Work well with cross-functional teams

Empower people to live and work securely 

A “putting people first” attitude

Self-motivated / Proactive

Team-player

Good communicator

Reliable / Dependable

Desire to learn & be mentored

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