Help Desk Technician

As a Help Desk Technician at GLS, you'll be responsible for providing technical support throughout the company. This includes evaluating, prioritizing, and resolving incoming requests, troubleshooting hardware and software issues, and monitoring network connectivity. Your role is key in ensuring that employees can effectively communicate and access the company platforms, making your technical expertise essential for day-to-day operations.

To qualify for the Help Desk Technician role at GLS, you'll need a minimum of a Bachelor's degree in Computer Science or a related field. Alternatively, if you have at least four years of relevant work experience and hold one or more technical certifications like A+, N+, or MCP, you may be considered. A working knowledge of networking protocols and experience in a related field is also preferred.

As a Help Desk Technician at GLS, you can expect to work in a professional office environment that is primarily indoors and usually moderately quiet. You're required to operate a computer and other standard office equipment for the majority of the workday, with occasional physical tasks such as lifting up to 50 pounds or installing computer equipment.

Absolutely! At GLS, we are recognized as one of the fastest-growing private companies in America. As a Help Desk Technician, you will have many opportunities for professional development and advancement within the company. Our culture encourages growth, innovation, and collaboration, allowing you to take your career to the next level.

Help Desk Technicians at GLS enjoy a comprehensive benefits package that includes competitive base pay, performance bonuses, medical, dental, vision, and telemedicine options. Additionally, you will receive contributions to your 401K, paid time off and holidays, paid volunteer time off, and tuition reimbursement. We are committed to creating a great work-life balance for our employees.

In answering this question, highlight specific instances where you've diagnosed and resolved hardware or software issues. Mention any relevant tools or techniques you used and emphasize your problem-solving skills, ensuring you connect your experience to scenarios you might encounter as a Help Desk Technician at GLS.

Discuss your approach to assessing urgency and importance when handling technical requests. Explain how you document issues and follow up, illustrating your organizational and time management skills that would serve you well as a Help Desk Technician at GLS.

Provide a clear example that showcases your ability to communicate effectively with users. Highlight the steps you took to understand their issue and how you resolved it, underlining the positive impact your assistance had on them and how that aligns with the customer service focus at GLS.

Be sure to mention any relevant certifications, such as A+, CCNA, or ITIL. Explain how they have prepared you for a role at GLS, demonstrating your commitment to professional development and keeping your technical skills current.

In your response, detail specific types of network problems you've encountered and how you resolved them. Discuss tools and techniques used for troubleshooting and relate your experience back to how you'd identify and report such issues at GLS.

Explain your methods for staying informed, whether it be through online courses, forums, or professional organizations. Emphasizing your proactive approach to learning will illustrate your passion and readiness to be an effective Help Desk Technician at GLS.

Discuss the importance of collaboration and escalation in a support role. Talk about how you would gather information to escalate to someone with higher expertise, and how this collaborative approach benefits users and maintains strong workflow at GLS.

Provide specific strategies you employ to maintain calm and focus, such as prioritization, taking brief breaks, or discussing workloads with colleagues. Emphasize your ability to remain composed and effective under pressure as a potential Help Desk Technician at GLS.

Your answer should reflect your desire to contribute to a company that provides vital access to affordable transportation. Mention GLS's growth, work culture, and how your skills can help support the company's goals. This personal touch can resonate well during the interview.

List specific ticketing systems or software you've utilized, and discuss how these tools facilitate efficient management of support requests. Relate your familiarity with problem management databases to the expectations of a Help Desk Technician role at GLS.