Help Desk Technician

Looking for more than just a job? MKD Electric offers ! Rewarding careers at that! We provide excellent benefits, training, educational opportunities, and promote from within the company.

As one of the largest full-service merit shops in industrial electrical services, we specialize in instrumentation and control systems integrations. For over twenty years, we have designed, built, installed, and maintained our clients’ systems, projects, and facilities. We focus on safety, quality, and value as well as building and maintaining lasting relationships with our clients. Quickly moving into other industries, we are a fast-paced and agile company looking for a best in class Help Desk Technician willing to roll up sleeves and exude a passion for teaching others.

MKD Electric is seeking an experienced Help Desk Technician . As part of this role…

As a Help Desk Support Specialist your primary role is to provide technical assistance and support to end-users within the organization. You will be responsible for diagnosing and resolving technical issues related to hardware, software, network systems, and other IT-related problems. This role requires excellent communication skills, technical proficiency, and a customer-centric approach to ensure timely resolution of support tickets and inquiries.

• Technical Support:

oProvide first-line technical support and troubleshooting assistance to end-users via phone, email, chat, or ticketing system.

oDiagnose and resolve hardware, software, and network issues, including desktops, laptops, printers, mobile devices, and other peripherals.

oAssist users with account setup, password resets, and access permissions.

• Problem Identification and Resolution:

oIdentify and prioritize support tickets based on severity and impact on business operations.

oGather relevant information from users to accurately diagnose and resolve technical issues in a timely manner.

oEscalate complex or unresolved issues to higher-level support teams or vendors as needed.

• Documentation and Knowledge Management:

oMaintain accurate records of support tickets, including details of issues encountered, troubleshooting steps, and resolution outcomes.

oDocument common technical issues and solutions to build a knowledge base for future reference and training purposes.

• User Training and Education:

oProvide user training and guidance on basic IT concepts, tools, and best practices to enhance end-user productivity and self-service capabilities.

oCommunicate technical information and instructions clearly and concisely to users with varying levels of technical expertise.

• Software and Hardware Deployment:

oAssist with the installation, configuration, and deployment of software applications, operating systems, and hardware devices according to established procedures and standards.

oCollaborate with IT teams to ensure compatibility, security, and compliance requirements are met during software and hardware deployments.

• Customer Service and Satisfaction:

oDeliver high-quality customer service and support to end-users, ensuring prompt and courteous responses to inquiries and issues.

oFollow up with users to ensure their technical issues have been resolved satisfactorily and provide additional assistance if needed.

• Bachelor’s degree in information technology, Computer Science, or related field preferred.
• Relevant certifications such as CompTIA A+, Network+, or ITIL Foundations are advantageous.
• Proven experience (2+ years) in a help desk or technical support role, preferably in a corporate environment.
• Strong technical proficiency in troubleshooting desktops, laptops, operating systems (Windows), productivity software (Microsoft Office), and basic networking concepts.
• Familiarity with remote desktop support tools and ticketing systems (e.g., ServiceNow, Zendesk) is highly desirable.
• Excellent communication and interpersonal skills, with the ability to communicate technical information clearly and effectively to non-technical users.
• Strong problem-solving and analytical abilities, with a systematic approach to diagnosing and resolving technical issues.
• Ability to prioritize tasks and manage time effectively in a fast-paced environment.
• Customer-centric mindset with a passion for providing exceptional service and support to end-users.

Conclusion: The role of a Help Desk Support Specialist is instrumental in ensuring the smooth operation of IT systems and infrastructure within an organization. By providing timely assistance, resolving technical issues, and empowering end-users with the knowledge and tools they need to succeed, Help Desk Support Specialists play a critical role in enhancing productivity and user satisfaction across the organization.

The Physical demands described within are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Must be able to lift to 20-30 pounds independently; lifting from knee to shoulder heights; other lifting required from various levels
• Must be able to remain stationary position for extended periods of time, prolonged periods sitting at a desk and working on a computer
• Eligibility to Medical, Dental, and Vision benefits and 401K with company match
• Access to opportunities to expand your skill set and share your knowledge with others across the organization
• Company culture of promotions from within, with a start-up atmosphere allowing for varied and rapid career growth & development