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Help Desk Technician- Boise - Boise, ID

Quick Facts
Company Name:The Northwest Group
Location:Boise, ID
Employment Type:Full Time
Category:176 - CCC Analyst
Pay:$17 - $20 DOE - Hourly
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The Help Desk  Technician in our Customer Care Center  is responsible for providing helpdesk support to customers experiencing equipment issues or having network questions related to office technology equipment.

This is a great opportunity for the right individual who wants to grow with a company. We invest in our employees by providing onsite training, professional mentoring, upward mobility and educational programs to advance your career. Apply now and see what possibilities lies in your future!

Key Responsibilities:

  • Configuring and troubleshooting network/connectivity for printers and MFP's
  • Installing print drivers and setting up scanning
  • Install, configure and provide training on office related technology
  • Provide second-level contact and problem resolution for customers with hardware, software and applications problems.
  • Maintaining and supporting the 360 app, with clients and internally.
  • Ability to identify, manage and resolve issues in timely manner while following procedures and policies for handling the support cases.
  • Accurately document problems and resolutions in E-Automate database.
  • Maintains a broad perspective, such as being able to identify key issues and contribute ideas to process improvements.
  • Use company database, reports, proprietary software and vendor websites, to assist clients over the phone to prevent dispatch of field technicians.
  • Become the buffer to the customer and field technicians by providing necessary information to resolve the problem as soon as possible.
  • Work effectively with customers internal or external IT personnel on printing/scanning related issues

Required Experience and Skills:

  • Experience with printers/MFPs.
  • Professional work experience providing customer support on a helpdesk.
  • Experience installing print drivers and setting up SMTP, SMB & FTP scanning
  • Experience with managing shared folders and user permissions on servers and client workstations
  • Windows 7, 8, 10, and windows server 2008, 2012 and 2016
  • Experience accessing Knowledgebase information from Manufacturer & Vendor databases and websites.
  • High school diploma or general education degree (GED).
  • Proficiency with Microsoft suites
  • Exceptional critical thinking skills to assist in problem solving.
  • Excellent communication skills, including listening and questioning.
  • Ability to work in a fast paced environment and able to adapt quickly while under pressure.
  • Strong organizational skills and attention to detail.
  • MUST have exceptional customer service skills. Customer focused and concerned about their needs.
  • Demonstrate teamwork behavior.
  • Ability to work independently as well as to meet deadlines.

Desired Qualifications:

  • 2 years computer/network experience in a Help Desk environment preferred
  • Degree or certification in computer networking or a relatable study.
  • Network + and/or a+ Certification preferred

BOE is an EOE- Equal Opportunity Employer