help desk technician

The Help Desk Technician is a technical support role at BMC Networks whose primary responsibility is to provide telephone and remote desktop support for our clients. This is a client facing role, interacting with people of all levels in our client’s offices. The Help Desk Technician is responsible for tracking and resolving all assigned support requests through effective decision making and problem solving skills.

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reports to:
Manager, Support Services

We are searching for someone experienced in technical support to join us on our support team as a Tier 1 resource in a full-time position. Being a Help Desk Technician means that you are the front line for phone and remote support, requiring excellent customer service and problem solving skills. Your decision making and prioritizing abilities will be utilized often, as you decide which items you can resolve and which need to be escalated. This position revolves around delivering a great service experience to the client, all while displaying a high level of technical competency and independence.

The successful candidate will present himself/herself in a professional, competent manner, be highly organized, and possess strong communication and interpersonal skills. The Help Desk Technician is expected to demonstrate experience and ability in multiple disciplines within IT.

This position is part of an on-call rotation for approximately one week in eight. During the on-call period, the individual is expected to respond to requests from clients and urgent server alerts in a timely manner, according to the defined on-call policy.

BMC Networks offers a competitive compensation package including salary (DOE), profit-sharing plan and a comprehensive benefits package, which includes a birthday benefit and a health and wellness benefit.

required
skills

The successful candidate for this position will possess a degree or diploma related to information technology, 1-2 years related experience, and will be skilled in the following areas:


personal
skills

  • Outstanding interpersonal and communication skills in English
  • Enthusiasm for providing outstanding customer service
  • Strong decision making and problem solving skills
  • Presents himself/herself in a highly professional, competent manner
  • Ability to work calmly under pressure, multitask and prioritize
  • Ability to work independently and within a team environment
  • Highly organized, detail oriented and self-motivating
  • Patience to solve technical problems with end users of varying technical aptitudes

technical
skills

Required:

  • Microsoft Windows Desktop Operating Systems
  • Microsoft Windows Small Business Server
  • Microsoft Windows Server
  • Microsoft Exchange
  • Microsoft Remote Desktop Services
  • Microsoft Active Directory

Experience in the following technologies would be considered a strong asset:

  • Sonicwall Firewalls
  • VMware vSphere
  • Citrix XenApp
  • Labtech, or other RMM (Remote Monitoring and Management) system
  • Connectwise, or other PSA (Professional Services Automation) system

core values

  • Connector.

    Integrity

    We do what we say we will do

  • Connector.

    Unity

    We are all equally responsible for our success

  • Connector.

    Fun

    We take our work seriously, but not ourselves

  • Connector.

    Service

    We exist to serve our clients and each other

  • Connector.

    Professionalism

    We are the professional IT company for professional services firms

ready to
apply?

Fill out the application form and we’ll keep your information on file.

Apply now