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Helpdesk Support Technician (Entry Level)
Ref No.: 18-00025
Position Type:Full Time/Contract
Start Date: 03/12/2018
Helpdesk Support Technician (Entry Level)

· All applicants must be legally authorized to work in the United States. Visa sponsorship is not available for this position.
· Local candidates only are being considered at this time.
· All employees must pass required background screenings and drug testing.

We are looking for a friendly and out-going Helpdesk Support Technician to support our global teams and user applications and systems. While ensuring our teams' trouble tickets are resolved and documented properly, you will expand your IT skills and knowledge as you work alongside with our IT Group on exciting new technical projects!

Duties and Responsibilities
· Respond to inbound helpdesk tickets through JIRA Service Desk, instant messaging, telephone calls and face-to-face conversations
· Be a self-starter and 'own' your tickets by supporting issues requests from start to research to resolution; Escalate as required to System Admin's or Engineers
· Document and maintain our IT Knowledgebase
· Deploy and maintain desktop and laptop equipment
· Assists maintaining office printers and peripherals

· 2+ years working as a Desktop Support or Helpdesk Support Technician and/or relative work experience
· Microsoft Server 2008-2016; Microsoft Windows 8 &10
· Apple OSX and iOS systems
· Linux OS'
· Microsoft Office 365; Adobe Acrobat;
· Cisco WebEx and Slack
· VMWare hosted servers and applications
· Microsoft Active Directory, Azure, and Amazon Web Services
· Atlassian JIRA and Confluence (including JIRA Service Desk)
· Basic networking troubleshooting knowledge (Ethernet/WiFi, etc.)
· Experience with hosted/PBX phone systems (Avaya IP Office) preferred, but not required
· Excellent interpersonal communication skills and proven customer service abilities, including the ability to communicate technical concepts verbally and in writing to employees.
· Ability to learn quickly and apply new skills, procedures and approaches.
· Ability to thrive and work in a team-oriented environment. Provide back-up support to team members and foster positive working relationships with co-workers within and across functional areas within the organization.
· Demonstrated ability to multi-task and shift priorities at any given time.

Working Conditions
· Ability to lift 50Lbs, or 22kg
· Ability to work in server room environments
· Must be able to work safely and maintain a safe working environment for others
· Hours are typical 9-5; occasional on-call/after-hours work is likely - due to nature of IT work
· 30% or less travel required between Princeton/Newtown offices (as needed by project/issue)