BoltMSP is looking for a help desk support technician to cover 3 shifts. First shift is from 7PM - 4AM, second 10PM - 7AM or 7PM -5AM, 10-hour shift - 4 days a week. We are also looking for technicians to cover the weekend shift from Fri - Mon 7AM The help desk technician is the first line of support for the service desk and is responsible for first call resolution and appropriate escalation of tickets that cannot be resolved at the help desk level. Ideal candidates will need to have experience with diagnosing, troubleshooting and documenting issues related to password resets, software & hardware, Active Directory and MS Office 365. Since the help desk technician is working directly with end users, they will need to have great customer service and verbal communication. Managers are also looking for a team player and someone who is ambitious to learn technology. Essential Role and Responsibilities: Respond proactively to telephone calls and emails sent to the Help Desk system as the first level of assistance. Open and/or close tickets (via Help Desk software) on each call received. Escalate problems and requests as necessary to ensure positive resolution. Conduct research on relatively simple issues and escalates issues that cannot be resolved as required. Create, modify and/or delete user accounts per client policy and update ticket accordingly. Guide end users through troubleshooting procedures to restore technical service. Accurately document user issues and troubleshooting steps, test results and resolution information within incidents and service requests Maintain an increasing level of proficiency in hardware, software, networking, and other technologies supported by the IT Dept. Participate in company technology projects as needed. Be responsible for maintaining quality standards on all projects. Skills: Windows Operating Systems, Windows 10, Troubleshooting Software, Active Directory, Office 365, Support, Help desk, technical support, Customer service, Helpdesk troubleshooting, Outlook, ServiceNow, ITGlue, ConnectWise. Top Skills Details: Windows Operating Systems, Windows 10, Troubleshooting Software, Active Directory, Office 365 Additional Skills & Qualifications: Up to one year help desk related experience. .Associate degree in Information Systems or related field preferred. .Experience with Microsoft operating systems at the level used in the corporation as well as desktop and laptop hardware. .Experience Experience Level: Entry Level