The Help Desk Technician's role is to ensure proper computer operation so that our internal customers can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving customer incidents\requests and escalating incidents\requests when considered appropriate and necessary to maintain SLO expectations. Problem resolution may involve the use of diagnostic and incident\request tools, as well as require that the individual give both remote and in-person, hands-on help at the desktop level.

Responsibilities:

Strategy & Planning

• Evaluate documented resolutions and analyze trends for ways to prevent recurring issues.
• Assist with software licensing and acquisition needs.

Acquisition & Deployment

• Deploy pre-packaged software as needed using automated deployment tools.
• Assist in software releases and rollouts according to change management best practices.

Operational Management

• Provide first contact support of incoming incidents\requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of customer issues.
• Prioritize incidents and service requests according to defined processes to meet defined SLOs.
• Assisting in providing Level I support when incident\request volumes are high.
• Act as an escalation point for advanced or difficult incidents\requests.
• Build rapport with help desk customers.
• Escalate incidents with accurate documentation to suitable technician or vendor, when required.
• Record, track, and document the help desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Use remote tools and diagnostic utilities to aid in troubleshooting.
• Research solutions through internal and external knowledgebase as needed.
• Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
• Install antivirus software and ensure virus definitions are up to date.
• Perform preventative maintenance, including checking and cleaning of hardware and updates to software platforms.
• Test fixes to ensure the problem has been adequately resolved.
• Perform post-resolution follow-ups with Technicians and Managers as required.
• Develop help sheets and FAQ lists for customers.
• Contribute to technician knowledge base and training as needed.
• Reinforce SLOs to manage customer expectations.
• Provide suggestions for continual improvement.
• Alert management to emerging trends in incidents.

Requirements:

Education & Certification

• College diploma or university degree in the field of computer science and/or four years equivalent work experience.
• CompTIA A+
• Driver's License

Knowledge & Experience

• Knowledge of both basic and advanced computer hardware, including Dell computer hardware.
• 2-4 years of Experience with desktop operating systems, including Windows 10 and 11.
• 2-4 years of application support experience with Office 365, Microsoft Teams, and engineering packages such as Autodesk and Bentley products.
• Working knowledge of a range of diagnostic utilities.
• 2-4 years Experience working in an ITIL-driven environment and knowledge of ITIL principles and processes.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, listening, and questioning skills.
• Strong documentation skills.
• Fluent English language skills.

Personal Attributes

• The ability to conduct research into a wide range of computing issues is required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in customer-friendly, business-friendly, and technical language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.

Conditions:

• 40-hour hybrid work week.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals.
• Light travel to regionalized offices.

Why GAI?

At GAI, exceptional people have an exceptional place to work, grow, lead, and achieve. Explore an array of opportunities in locations across the U.S. and join accomplished colleagues in tackling challenging projects for a range of markets. Enjoy comprehensive benefits and feel good about being part of a collaborative team that's committed to supporting the communities we serve. Join GAI and distinguish yourself in a company poised for unlimited growth.

GAI Consultants, Inc. is committed to diversity, equity, and inclusion through fostering a workforce that represents different communities, cultures, and viewpoints. We will continue to build mutual trust and respect where employees are empowered to share their diverse perspectives, experiences, and ideas.

Benefits To Working at GAI Include:

• Competitive salary -GAI is committed to paying market-based salaries
• Comprehensive benefits package including medical, vision, dental, company paid Long Term Disability, and Short-Term Disability (benefits start within 30 days of hire)
• New paid Maternity/Paternity/Adoption program
• Generous Paid Time Off and 7 paid holidays
• 401k company match
• Tuition Reimbursement

The salary range for this position is $38,660 - $55,160 per year.

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