Help Desk Technician
About Neovera
Neovera was founded by Scott Weinberg in 2001 and brought together a team of highly experienced IT architects. Neovera started big – developing an advanced distributed infrastructure for one of the first and most successful international banking Software as a Service (SaaS) platform. We’ve built on that heritage ever since, employing our design, development, and management skills to enable organizations to reap the benefits of cloud infrastructure and advanced cybersecurity solutions. Our holistic approach and deep experience ensure your move to the cloud will be smooth, productive, and secure.
Job Description
Neovera is a leading cybersecurity firm dedicated to protecting businesses from digital threats. Our innovative solutions and expert team ensure our clients' data and systems are secure.
Under the direction of the Manager, Systems Engineering, the Help Desk Technician provides second level phone and in-person support to users for e-mail, connectivity, networking, operating system, and application issues; responsible for generating support tickets, troubleshooting IT related problems and escalating trouble tickets as necessary to specialized staff for resolution. The Help Desk Technician will also participate in project-based work such as upgrades, installations, etc. and must be effective in interpersonal communication and problem solving.
Key responsibilities include but are not limited to:
- Provide exceptional customer service to all users
- Respond to inquiries and requests for assistance from end users via telephone, email and ticketing system
- Analyze/troubleshoot all levels of desktop, application, and network issues (Tier 1 and 2)
- Document, track and monitor technical issues to ensure timely resolution
- Document changes in IT inventory and asset management systems
- Provide timely and thorough input for regular status reporting
- Provide computer hardware and software setup, repair, upgrading, and troubleshooting
- Perform add/modify/delete of user profiles and accounts
- Assist in help desk documentation
- PC Hardware, BIOS, Drivers etc.
- Phone/AV support
- Mobile support for wireless devices (intune)
- Perform other duties and special projects as required