IT Help Desk Technician

An IT Help Desk Technician at Aristotle is responsible for providing technical support to staff members, ranging from troubleshooting hardware and software issues to installing and configuring systems. This role involves responding to user inquiries, maintaining documentation, and assisting with account management and data security. The technician works closely with the IT team to enhance departmental efficiency and ensure a smooth tech experience for everyone.

To qualify for the IT Help Desk Technician position at Aristotle, candidates should have 1-3 years of experience in a technical support or help desk role. A basic understanding of networking concepts is required, along with strong problem-solving abilities. Familiarity with Microsoft Office 365, Windows 10 & 11, and Windows Server 2016 to 2022 is essential. A CompTIA A+ certification or equivalent is preferred, and a positive customer service attitude is a must.

The salary range for the IT Help Desk Technician position at Aristotle is between $46,000 and $60,000 per year. This competitive compensation reflects our commitment to attracting skilled professionals who can make a positive impact in our team environment.

At Aristotle, full-time IT Help Desk Technicians enjoy a range of benefits including competitive compensation, medical benefits, paid vacation, a 401k plan, and stock options. We also embrace a casual dress code and foster a laid-back, non-corporate atmosphere which contributes to a fun and engaging workplace.

IT Help Desk Technicians at Aristotle can expect a casual and collaborative work environment. Our company culture promotes teamwork and continuous learning, making it an exciting place to grow your skills and contribute to impactful projects. The atmosphere is non-corporate, allowing employees to express themselves while focusing on delivering exceptional service.

When faced with multiple support requests, it's important to prioritize based on urgency and impact. I assess each request and respond quickly to those that affect many users or critical systems. Clear communication with users about expected timelines helps manage their expectations while I work through the list efficiently.

In my previous role, I encountered various technical issues—both hardware and software. I follow a systematic troubleshooting process, beginning with gathering information from the user and understanding the context. I utilize tools and documentation to diagnose the problem, implement solutions, and ensure the user is satisfied with the resolution.

I would first validate the user's account status and reset the password if necessary. After confirming their identity, I would guide them through logging in and check for any system alerts that might hinder access. Documenting the issue helps in resolving any future occurrences effectively.

I often use analogies to break down complex issues into simpler concepts. For instance, I might compare a software bug to a traffic jam, illustrating how it causes delays. Keeping explanations clear and jargon-free helps the user grasp the situation without feeling overwhelmed.

I have extensive experience using Microsoft Office 365 for various tasks, including document creation, collaboration through SharePoint, and managing emails through Outlook. I am also familiar with troubleshooting common issues like syncing problems and file sharing permissions, ensuring that users maximize their productivity with the suite.

Once, I handled a ticket where an entire department was unable to access their shared drive. After troubleshooting, I discovered it was a permissions issue due to a recent system update. I worked with the network team to rectify the permissions and restored access, ensuring the team could resume their work with minimal disruption.

User documentation should be clear, concise, and easily accessible. I ensure that procedures, troubleshooting steps, and common resolutions are updated regularly. This not only helps in training new team members but also aids in resolving issues quickly when they arise.

I regularly follow industry blogs, participate in webinars, and engage with professional networks. Staying informed about new tools and methods enhances my skillset, which ultimately benefits the users I support and contributes to the efficiency of our IT operations.

I am drawn to Aristotle's collaborative environment and commitment to innovation. I thrive in settings where my contributions can make a tangible difference, and I appreciate your values of teamwork and a positive workplace culture. This aligns with my approach to providing excellent technical support.

I actively listen to understand their frustrations while maintaining a calm demeanor. Empathy is key; I reassure them that we’ll work through the issue together. Maintaining transparency about the steps I'm taking and providing regular updates helps soothe anxious users.