help desk technician Remote
Job description
Help Desk Specialist, JENLOR, a Lyra Technology Group company
Lyra Technology Group is looking for a talented Help Desk Specialist to work at its operating company, JENLOR.
A bit about Lyra…
Lyra Technology Group is a family of industry leading technology service businesses. Our companies are operated independently by exceptional management teams. Companies that join our group retain the employees, name, and culture that have made them successful. As a platform of Evergreen Services Group, we never divest from businesses we partner with and approach every decision with the goal of driving sustainable and healthy growth over the long term.
We made our first acquisition at the beginning of 2018. Now, we hold a controlling stake in 15 companies and are continuing to grow. Our companies employ over 600 team members and sit across the Northeast, Midwest, and Eastern Canada. Each company is led by its own management team, and we are incredibly proud of the work they do.
A bit about JENLOR…
JENLOR is a diversified staff of IT professionals servicing Pittsburgh and surrounding areas. We believe in ourselves and take pride in our achievements. The JENLOR team is a charismatic group of engaged individuals that work hard and deserve work/life balance and employee appreciation. We provide a fun and creative atmosphere that fosters success and strong employee morale. JENLOR has been named one of Pittsburgh's Best Places to Work by the Pittsburgh Business Times as well as one of the Coolest Offices in Pittsburgh. Please learn more about us at www.jenlor.com.
Your work as a Help Desk Team Member has several components:
You will be responsible for daily phone support as well as onsite support as required. JENLOR provides live answering to inbound calls, specific service levels and a diverse team to support the varying needs of our clients. JENLOR's standard work hours are Monday through Friday, 8:30AM to 5:00PM (EST) with participation in an on-call rotation after your first 90-days in the position. You will work with an experienced Help Desk Team and report directly to the Director of Technical Services. Local travel within the Pittsburgh region is sometimes required for Customer issue resolution.
- Live answering on inbound service requests from our clients and provide onsite service as needed (about a 60/40 mix).
- Diagnose and resolve technical hardware issues, software issues, and end user issues.
- Research issues using available information, resources, and your team.
- Document resolutions and create knowledge base articles.
- Onsite visits to install product and/or troubleshoot network issues.
Our ideal Help Desk Team Member has the following qualifications:
- Minimum of 3 years of experience supporting multiple customers via phone AND/OR in the field.
- Associate or Bachelor's degree in technical field, or combination of relevant certifications and experience.
- Managed Services Provider experience.
- Microsoft-based Server environments, SonicWall products, disk-based and Cloud backup solutions and related network infrastructure including PC's and mobile devices.
- Microsoft Server OS administration and configuration.
- Functional knowledge of core networking concepts including TCP/IP, DHCP, DNS/DDNS.
- Microsoft Exchange/M365 administration with migration and upgrade experience.
- Sharp troubleshooting skills.
- LAN/WAN (VPN, VLAN, Firewalls, etc.) theoretical knowledge a plus.
- Microsoft Certification(s).
If this opportunity sounds like a fit for you, let's have a conversation.
