Help Desk Support Technician

Full Time
Posted 2 years ago


The Help Desk Support Technician position provides 1st level computer system and telephony support for ENT Solutions customers with the goal to resolve problems/issues on the 1st contact.


Ensure customer satisfaction by responding to all calls and emails to the Support Desk

Conduct 1st level problem determination and resolution, if possible, using documented procedures and available tools

Log all customer support inquiries and track the issues through to resolution

Ensure timely escalation of customer problems to the tier 2 engineers if not resolved

Ensure problem resolution by initiating and tracking problem assignments to Support Desk resources and other IS staff, and by keeping the customer updated on the status of problem resolution

Provide customers with weekly reports on work performed

Supervise and deploy the remote monitoring and management automation solutions for our Managed Service customers



To be successful, an individual must be able to perform each essential duty. The requirements listed are representative of the knowledge, skills, education and/or ability required for this position.

Essential Job Skills and Abilities:

Possess strong customer service and communication skills while working with clients and coworkers via phone, written, and face to face communication

Possess strong problem-solving skills and inherent decision-making ability with minimal direct supervision

Able to take initiative and independently solve problems

Ability to organize work in an efficient manner and work with more than one project/responsibility at a time

Work well under stress and time pressures to meet deadlines

Accurate typing and data entry skills

Ability to lift items up to 30 lbs

Able to work as scheduled to meet the requirements of the Help Desk Available to work between the hours of 7 am to 7 pm, 5 days a week and be on-call on a rotating schedule for the weekends

Education, Experience and Technical Knowledge:

Minimum of an AAS degree

Knowledge of Microsoft’s OS, Windows 7, 8.1, and 10

Experienced with Windows Server 2008 and 2012

Proficient in common computer applications including Microsoft Outlook, Access, Word and Excel

Understanding of Basic Network concepts

Knowledge of Autotask or a similar help desk ticketing system a plus

Knowledge of N-Central or similar remote monitoring and management suites a plus

VMWare support experience a plus

Microsoft Certification a plus

Experience with Avaya IP Office phone system a plus


Essential Network Technologies, 3701 N St Peters Parkway, Suite D St Peters, MO 63376


Compensation includes salary and health insurance

Additional responsibilities/tasks within the position’s purpose may be assigned Essential Network Technologies reserves the right to change job descriptions at any time based on business conditions/need

Job Features

Job CategoryHelp Desk

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