Help Desk Technician I

Description

RCN Capital, LLC is a national, direct private lender providing time-sensitive, bridge financing to real estate investors to fund the purchase of non-owner occupied residential and commercial properties, provide bridge loans, and provide real estate-backed lines of credit.

The IT Help Desk Technician I provides internal systems support to internal customers at multiple sites, assisting them with hardware and software problems via phone, email or using remote desktop capabilities. This position is responsible for support, troubleshooting, and for ensuring the delivery of exceptional quality support services to our internal departments. This is a high visibility position requiring exceptional customer skills, knowledge of help desk processes, as well as understanding of how to operate a Help Desk in a highly dynamic organization.

Core Responsibilities :

• Provide 1st level technical support; answering support queries via service desk, phone, email, and web.
• Takes ownership of user problems and is proactive when dealing with user issues. as well as effectively escalating more in-depth issues as appropriate.
• Responds to inquiries from users and helps them resolve hardware or software problems.
• Responsible for issue logging, tracking, analysis, reporting and management.
• Maintains records and provides reporting on repairs, down time, changes and updates.
• Responsible for documenting policies & procedures, end-user documentation, installation instructions, network and system design documents, system & script documentation, and test plans.
• Assists in maintaining and administering software and hardware inventories and licensing.
• Installs, upgrades and configures network printing, directory structures, rights, security and software.
• Setup and configure new workstations and workstation related hardware and software.
• Maintain windows updates and security updates for all workstations.
• Assist in maintaining system backups.
• Maintain virus protection on all devices.
• Support users in the use of computer equipment by providing necessary training and advice.
• Ensure that customer expectations are met or exceeded.
• Excellent interpersonal and communication skills with the ability to interact effectively with others, including various levels of management.

Position Specific Responsibilities :

Provide 1st level technical support for our end users; answering support queries via service desk, phone, email, and web.

Required Skills :

Multi-Tasking : Ability to work on multiple deadline driven projects or issues simultaneously and with a keen sense of urgency.

Multi-Task : Ability to work on a number of deadline driven project or issues simultaneously and with a strong sense of urgency.Agile and Flexible : Ability to quickly adapt to shifting priorities and identify activities required to ensure swift resolutions.

Detail Oriented : Keen attention to detail in respect to configurations of system devices as well as software documentation.

Highly Collaborative : Highly accountable and naturally works well with the team to seek innovation solutions.

Self-Motivated : Able to thrive in a fast paced environment with minimal direction.

Can lift up to 50lbs.

Must have reliable transportation.

Excellent oral and written communication skills are a requirement.

Strong personable customer skills are a requirement.

Ability to work independently while managing time between support tickets and user support calls.

Team Oriented : Recognizes importance of teamwork.

Excellent analytical abilities and problem-solving skills.

Establish communication with supervisory and management personnel in order to report task and project status and issues related to server or computer maintenance and support.

Ability to work independently while managing time between projects and user support calls.

Ability to communicate with end users in order to identify computer or network related issues.

Recognized teamwork skills are advantageous.

CompTIA A+ and / or similar certifications taken into consideration

CompTIA Network+

Required Experience :

Hardware support and troubleshooting

Operating Systems

Windows Workstation OS 10-Current Version

Windows Server OS 2016-Current Version

Network share and permission Management

Microsoft 365 / Office 365 Platform

Microsoft 365 / Office 365 Administration

Exchange Online

Teams

SharePoint Online

MDM / Intune

Windows active directory management

Imaging Technologies (e.g., Ghost, Microsoft Development Toolkit, etc.)

Ant-virus applications

Capable of installing, configuring, and maintaining all current versions of Microsoft products in a networked environment.

Network Fundamentals

Ability to configure and troubleshoot computers and laptops.

PC hardware set-up, configuration, and troubleshooting.

Virtual Desktop Technologies

Azure Virtual Desktop (AVD), Windows 365 (W365)

Printer support and troubleshooting

Windows 2012-2022 server operating systems

Degree in Computer Information Systems, Computer Science, or Engineering or at least 1-3 years' experience supporting an enterprise level IT environment

Preferred Experience :

Advanced understanding of PC hardware set-up, configuration, and troubleshooting.

BitLocker Encryption

Microsoft Exchange Server

PowerShell

PowerBI

Group Policy

MFA / OTP

VOIP Phone Systems

VPN & RSA Deployment / Configuration

Applications and Services

Citrix ShareFile

Barracuda Email Protection - Gateway, Impersonation Protection, Incident Response

SalesForce

Solar Winds Service Desk

ZoHo Desk

The Mortgage Office

HotDocs

Education :

H.S. Diploma or equivalent required

Associates Degree or Bachelor's degree in Computer Science (CS), Computer Information Systems (CIS) or related discipline preferred

CompTIA A+ and / or similar certifications taken into consideration

CompTIA Network+

Schedule :

Full time

Monday-Friday, 9 : 00AM to 6 : 00PM

We Offer :

Competitive benefits including employer-sponsored medical, dental, vision, among other programs

401K with employer match

Free food and beverage program

Free onsite gym and laundry

Many other perks!

Position Requirements

Full-Time / Part-Time

Full-Time

Shift

Days

Division

RCN Capital

Exempt / Non-Exempt

Exempt

Req Number

INF-25-00003

Location

Hartford County, CT - RCN Capital

EOE Statement

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

This position is currently accepting applications.