Help Desk Engineer - 46Solutions

46Solutions is a division of Davis H. Elliot Company, specializing in IT services, consulting, Cyber Security, and Audio / Video integration services. 46Solutions is seeking the following:

Job Description

We are looking for a Help Desk Engineer to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software and hardware problems and help our customers install applications and programs.

Help Desk Engineer responsibilities include resolving network issues, configuring operating systems, and using remote desktop connections to provide immediate support. You will use email to give clients quick answers to simple IT issues. For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions and technical manuals.

To be qualified for this role, you should hold a degree in a relevant field, like Computer Science, IT, or Software Engineering.

Microsoft, Cisco, Linux, or similar certification is a plus. If you’re naturally a helper, enjoy assisting people with computer issues, and can explain technical details simply, we’d like to meet you.

Ultimately, you will be a person our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems.

Some job duties include (but are not limited to):

Research and identify solutions to software and hardware issues

Diagnose and troubleshoot technical issues, including account setup and network configuration

Ask customers targeted questions to quickly understand the root of the problem

Track computer system issues through to resolution, within agreed time limits

Talk clients through a series of actions, either via phone, email, or chat, until they’ve solved a technical issue

Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)

Provide prompt and accurate feedback to customers

Refer to internal database or external resources to provide accurate tech solutions

Ensure all issues are properly logged

Prioritize and manage several open issues at one time

Follow up with clients to ensure their IT systems are fully functional after troubleshooting

Prepare accurate and timely reports

Document technical knowledge in the form of notes and manuals

Maintain jovial relationships with clients

Other duties as assigned

Some after-hours response from home or return to office (nights and weekends) is also required. Employee will need to be within a reasonable distance to the Lexington office.

Qualifications

Aptitude and Appetite to excel as a long-term member of our team

Effective communication skills via phone and email

Desire to grow and learn new skills and technologies

Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role

Hands-on experience with Windows/Linux/Mac OS environments

Good understanding of computer systems, mobile devices, and other tech products

Ability to diagnose and troubleshoot basic technical issues

Familiarity with remote desktop applications and help desk software

Ability to provide step-by-step technical help, both written and verbal

Industry certifications are a plus

Associate or Bachelor’s Degree a plus

Must be able to pass criminal background check and drug screening

46Solutions continues to grow its share in the Kentucky market. Our professional approach to providing Enterprise-level IT services to small businesses in Lexington continues to receive a huge response. We believe in growth opportunities, continuing education, a team approach, and Servant Leadership. Some of the benefits we offer our team include:

Short-Term Disability and Long-Term Disability Insurance

Company Paid Life Insurance w/ additional Voluntary Life Insurance

401K w/ company match

Employee Stock Ownership Program

Paid Vacation

Equal Opportunity Employer, including disabled and veterans.

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