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Empower Brands Logo

help desk technician


Alpharetta, GA


55738 - 40283 USD ANNUAL

Empower Brands

Glen Allen, VA

Scott Zide

Unknown / Non-Applicable

Company - Private

Job Description

Empower Brands is a dynamic and growing organization, and we need great talent to join our IT support team. We own many franchise brands, Jan-Pro, FRSTeam, Intelligent Office, Conserva Irrigation, Outdoor Lighting Perspectives, Archadeck, Koala Insulation, Wallaby Windows, Bumble Roofing and Superior Fence and Rail.
POSITION SCOPE: We are looking for a competent Help desk technician to provide fast and useful frontline technical assistance with computer systems. You will answer queries on basic technical issues and offer advice to solve them. You will be using a support ticketing system and will be expected to update tickets with resolution steps and details as you close the tickets.
You must have good technical knowledge, experience and be able to communicate via phone and email effectively to understand the problem and explain its solution. You must also be customer-oriented and patient to deal with difficult customers and be a problem solver by nature.
You will need to be a quick learner, keen to embrace and understand new technologies and be a strong team player. You will be responsible for supporting multiple brands and multiple platforms.

  • Provide exceptional customer service in person, via phone and email as appropriate
  • Resolve help desk issues including troubleshooting hardware and software issues
  • Perform user administration duties including password resets and MFA support.
  • Administer e-mail accounts using O365
  • Build and configure laptops and desktops as required.
  • Troubleshoot printers, scanner, VoIP phones and all other general office related technology.
  • Provide assistance and backup to the other members of the support team.
  • Ensure that all critical matters are either dealt with in an efficient manner or escalated to the appropriate person as required
  • Hands-on experience working in an end-user desktop support role or computer operations environment required.
  • Bachelor's degree in computer science preferred but not essential
  • O365 including MFA
  • Windows 10, Windows 11
  • Remote Desktop support
  • Azure AD and Outlook experience
  • Patch management
  • Any VoIP platform experience will be beneficial
  • Printer / peripheral device troubleshooting
  • TCP/IP, DNS and DHCP
  • Remote support for handheld smartphones and tablets
  • Understanding of anti-virus and related security products
  • Strong communication skills and a commitment to service quality
Skills Needed:
  • Ability to function in high-pressure situations
  • Manual dexterity to operate a computer (lap-top) and other electronic equipment (e.g. iPad)
  • Ability to take legible hand-written notes where necessary
  • Excellent interpersonal skills
  • Clear, easy to understand oral communication ability
  • Ability to sit for prolonged periods
  • Ability to lift and carry computers and laptops as required

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