Distinctly Different

IT Help Desk Agent

Mechdyne Corporation

Job Title: IT Help Desk Agent

Employer: Mechdyne Corporation 

Location: Marshalltown, Iowa

Brief Job Description/Summary:

Are you looking to super charge your career as an IT professional? Mechdyne is one of the world's leading providers of innovative audio, visual and information technologies (AV/IT). We serve a global client base that includes a significant percentage of Fortune 500 companies, in a variety of fields and industries, such as oil and gas, university research, product design, manufacturing, government research, and training. To ensure our clients succeed, we provide comprehensive, customized solutions that include AV/IT hardware integration, technical services, software and consulting.

Our systems and technology support client efficiency, collaboration, and interaction. This position requires robust attention to detail and unwavering customer service while ensuring that up-time and functionality of our clients are not affected. Mechdyne is looking for professionals who are interested in driving and supporting client success.

This position can be part-time or full-time.

Responsibilities:

  • Respond to incoming calls, voicemails, web-submissions, emails and chat for assistance from clients experiencing technical issues
  • Troubleshoot, analyze, resolve, track, escalate and accurately document various technical problems and resolutions (i.e. software, hardware and client specific applications)
  • Document client issues in various call tracking systems
  • Assist with advanced troubleshooting for special projects as directed
  • Pursue, recommend, and implement new methods, processes, and materials/equipment for improvement
  • Provide friendly, courteous, and quality IT support to all users
  • Meet or exceed minimum corporate KPI goals
  • Grow professionally through on-going training, certification programs, and continued learning

List of Job Duties:

  • Respond to incoming calls, voicemails, web-submissions, emails and chat for assistance from clients experiencing technical issues
  • Troubleshoot, analyze, resolve, track, escalate and accurately document various technical problems and resolutions (i.e. software, hardware and client specific applications)
  • Document client issues in various call tracking systems
  • Assist with advanced troubleshooting for special projects as directed
  • Pursue, recommend, and implement new methods, processes, and materials/equipment for improvement
  • Provide friendly, courteous, and quality IT support to all users
  • Meet or exceed minimum corporate KPI goals
  • Grow professionally through on-going training, certification programs, and continued learning

Required Experience and/or Knowledge, Skills and Abilities:

  • Educational degree/certificate or equivalent experience in IT services
  • Knowledge in Microsoft Office 2007/2010/2013/365 (i.e. Word, Excel, PowerPoint, Access)
  • Knowledge in Microsoft Outlook 2007/2010/2013
  • Knowledge in Windows XP, 7, 8.1, and 10 Operating Systems
  • Knowledge of Citrix and VPN
  • Knowledge of Active Directory and user account changes
  • Additional experience with the following would also be desirable:
  • Telephone helpdesk experience
  • Ticketing system experience

 https://www.mechdyne.com/culture-career-opportunities/

Additional Info

Job Type : Part-time, Full-Time

Education Level : High School, Bachelors Degree, Associate Degree

Experience Level : Entry Level

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