Help Desk Technician

As a Help Desk Technician at Aston Carter, your primary responsibilities include handling Help Desk tickets from initiation to resolution, diagnosing hardware and software issues, managing user accounts, and ensuring smooth network connectivity. You will work closely with our Infrastructure teams to maintain local servers and engage in various IT projects, contributing to our mission of providing outstanding customer support.

To qualify as a Help Desk Technician at Aston Carter, candidates should have experience with Wintel-based hardware and software, proficiency in Microsoft servers and Active Directory administration, and familiarity with office productivity applications. An associate's degree in Computer Technology or equivalent experience is preferred. Industry certifications such as A Plus and MCP are also valuable.

Aston Carter offers a comprehensive benefits package for the Help Desk Technician role, including medical, dental, and vision insurance, a 401(k) retirement plan, life insurance, disability options, and health spending accounts. We also value your time and provide paid time off, making our workplace not just competitive but also supportive of your work-life balance.

The Help Desk Technician position at Aston Carter is fully onsite in Trenton, NJ. This setup allows you to interact directly with your colleagues and provide immediate support to users, enhancing collaboration and problem-solving efficiency.

The pay range for the Help Desk Technician position at Aston Carter is between $22.00 and $25.00 per hour. Your exact salary will depend on your experience and qualifications, making this an attractive opportunity for those looking to advance their career in IT.

When answering this question, describe your systematic approach: Begin with gathering information from the user about the issue, then assess the problem by checking common solutions. Highlight any tools or documentation you utilize, and emphasize your ability to communicate clearly while keeping users informed throughout the process.

A good answer would involve discussing the importance of assessing the urgency and impact of each ticket. Explain that you prioritize critical issues affecting many users over minor problems, but also emphasize your commitment to maintaining communication with all users about the status of their requests.

Detail your previous roles where you managed user accounts, permissions, and group policies in Active Directory. Mention any troubleshooting scenarios you've handled related to Microsoft servers, showcasing your hands-on experience and familiarity with best practices.

Use the STAR method (Situation, Task, Action, Result) to describe a specific incident where you identified a complex problem, the steps you took to solve it, and the positive outcome. This will highlight your critical thinking skills and technical expertise.

Mention specific resources you use, such as online courses, forums, certifications, or industry webinars. This shows your commitment to professional development and your proactive approach to keeping your skills and knowledge current.

Explain that it’s important to be honest with the user, assuring them that you'll find the information. Discuss how you would use available resources, consult with colleagues, or escalate the issue to give the user a satisfactory response in a timely manner.

Your response should emphasize empathy and communication. Discuss how you would listen to their concerns, keep your composure, and work towards finding a solution that satisfies their needs, showcasing emotional intelligence and problem-solving skills.

Emphasize the importance of documentation in IT support. Explain that it helps you track issues, facilitates communication within the team, and provides valuable insights for future troubleshooting. Mention any specific systems or methods you use for documenting problems and solutions.

Discuss the foundational knowledge you have about networking concepts, such as LAN, WAN, and troubleshooting connectivity issues. Mention any hands-on experiences you've had in this area, underscoring your ability to resolve network-related problems effectively.

Tie your personal career aspirations to Aston Carter’s values and reputation. Highlight your enthusiasm for working in a collaborative environment, your commitment to providing excellent customer support, and how you can contribute to their diverse and innovative culture.