Help Desk Technician I

South Windsor, CT, United States

Description

RCN Capital, LLC is a national, direct private lender providing time-sensitive, bridge financing to real estate investors to fund the purchase of non-owner occupied residential and commercial properties, provide bridge loans, and provide real estate-backed lines of credit.

The IT Help Desk Technician I provides internal systems support to internal customers at multiple sites, assisting them with hardware and software problems via phone, email or using remote desktop capabilities. This position is responsible for support, troubleshooting, and for ensuring the delivery of exceptional quality support services to our internal departments. This is a high visibility position requiring exceptional customer skills, knowledge of help desk processes, as well as understanding of how to operate a Help Desk in a highly dynamic organization.

Core Responsibilities:

Provide 1st level technical support; answering support queries via service desk, phone, email, and web.

Takes ownership of user problems and is proactive when dealing with user issues. as well as effectively escalating more in-depth issues as appropriate.

Responds to inquiries from users and helps them resolve hardware or software problems.

Responsible for issue logging, tracking, analysis, reporting and management.

Maintains records and provides reporting on repairs, down time, changes and updates.

Responsible for documenting policies & procedures, end-user documentation, installation instructions, network and system design documents, system & script documentation, and test plans.

Assists in maintaining and administering software and hardware inventories and licensing.

Installs, upgrades and configures network printing, directory structures, rights, security and software.

Setup and configure new workstations and workstation related hardware and software.

Maintain windows updates and security updates for all workstations.

Assist in maintaining system backups.

Maintain virus protection on all devices.

Support users in the use of computer equipment by providing necessary training and advice.

Ensure that customer expectations are met or exceeded.

Excellent interpersonal and communication skills with the ability to interact effectively with others, including various levels of management.

Position Specific Responsibilities: Provide 1st level technical support for our end users; answering support queries via service desk, phone, email, and web.

Required Skills: Multi-Tasking: Ability to work on multiple deadline driven projects or issues simultaneously and with a keen sense of urgency.

Multi-Task: Ability to work on a number of deadline driven project or issues simultaneously and with a strong sense of urgency.Agile and Flexible: Ability to quickly adapt to shifting priorities and identify activities required to ensure swift resolutions.

Detail Oriented: Keen attention to detail in respect to configurations of system devices as well as software documentation.

Highly Collaborative: Highly accountable and naturally works well with the team to seek innovation solutions.

Self-Motivated: Able to thrive in a fast paced environment with minimal direction.

Can lift up to 50lbs.

Must have reliable transportation.

Excellent oral and written communication skills are a requirement.

Strong personable customer skills are a requirement.

Ability to work independently while managing time between support tickets and user support calls.

Team Oriented: Recognizes importance of teamwork.

Excellent analytical abilities and problem-solving skills.

Establish communication with supervisory and management personnel in order toto report task and project status and issues related to server or computer maintenance and support.

Ability to communicate with end users in order to identify computer or network related issues.

Recognized teamwork skills are advantageous.

Excellent analytical abilities and problem solving skills

Required Experience: Hardware Support and Troubleshooting

Windows 7/8/10 operating systems

Network share and permission Management

Advanced understanding of PC hardware set-up and configuration.

Ability to configure and troubleshoot computers and laptops.

Printer Support and Troubleshooting

Windows XP/7 Operating Systems

Microsoft Office Products, including Office365

Windows active directory management

Image building applications (e.g. Ghost, Microsoft Development Toolkit, etc.)

Ant-virus applications

Capable of installing, configuring and maintaining all current versions of Microsoft products in a networked environment.

Network Fundamentals

Capable of installing, configuring and maintaining all current versions of Microsoft products in a networked environment.

Windows Active Directory Management

Ability to configure and troubleshoot computers and laptops.

PC hardware set-up, configuration, and troubleshooting.

Basic Virtual Desktop Technologies

Basic level VMware VDI

Basic Printer support and troubleshooting

Basic level Windows 2008-2016 server operating systems

Symantec Ghost

Symantec Ant-Virus

Windows 2003/2008/2012 Server Operating Systems preferred

Microsoft Exchange Server preferred

Network Shares and Permissions Management preferred

VMWare VDI preferred

Internal DNS/DHCP preferred

Cisco VPN preferred

CompTIA A+ preferred

CompTIA Network+ preferred

Associates' degree in Computer Information Systems, Computer Science, or Engineering or at least 1-3 years' experience supporting an enterprise level IT environment

Desired/Preferred Experience: CompTIA A+ and/or similar certifications taken into consideration

CompTIA Network+

Advanced understanding of PC hardware set-up, configuration, and troubleshooting.

Whole Disk and Folder Level Encryption Applications

Microsoft Exchange Server

VPN & RSA Deployment/Configuration

Education: H.S. Diploma or equivalent required

Associates Degree or Bachelor's degree in Computer Science (CS), Computer Information Systems (CIS) or related discipline preferred

CompTIA A+ and/or similar certifications taken into consideration

CompTIA Network+

Schedule: Full time

Monday-Friday, 9:00AM to 6:00PM

We Offer: Competitive benefits including employer-sponsored medical, dental, vision, among other programs

401K with employer match

Free food and beverage program

Free onsite gym and laundry

Many other perks!

Position Requirements

Full-Time/Part-Time

Full-Time

Shift

Days

Division

RCN Capital

Exempt/Non-Exempt

Exempt

Req Number

INF-24-00030

Location

Hartford County - RCN

EOE Statement

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

This position is currently accepting applications.