Location: 251 Airport Road Oceanside, CA 92058

The TERI IT team is seeking a skilledHelp Desk Technicianto provide technical support to our internal end-users. The successful candidate will have excellent technical knowledge and be able to communicate effectively to understand user problems and explain solutions. Candidate should be customer-oriented, patient, highly organized and represent the IT team in a professional manner.

Essential Duties and Responsibilities

• Provide the first line of service delivery and incident resolution to onsite or remote end users either in-person, by telephone, or electronically.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by users
• Walk users through problem-solving steps.
• Escalate unresolved issues to the next level of support or seek assistance
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in helpdesk platform and knowledge base articles.
• Follow-up and update user status and information.
• Pass on any feedback or suggestions from users to the appropriate internal team.
• Identify and suggest possible improvements on procedures.
• Managing user accounts and permissions.
• Assisting with the setup, configuration, and maintenance of computer systems
• Creating and updating user manuals, knowledge base articles and SOPs.
• Performing regular maintenance tasks such as software updates, backups, and system monitoring.
• Providing basic training to users on how to use computer systems and software
• Identifying and troubleshooting issues related to network connectivity, printers, and other peripherals.
• Replacing or repairing defective hardware components.
• Communicating effectively with users to understand their issues and provide solutions.
• Maintaining a high level of customer satisfaction.
• Documenting problem resolutions and updates in the knowledge base.
• Maintaining accurate records of issues and solutions.
• Participating in team meetings and contributing to process improvement.
• Ensuring security protocols are followed, including antivirus and anti-malware measures.
• Educating users on security best practices.
• Providing remote support using tools and software to troubleshoot and resolve issues.

Requirements

Bachelors degree in Information Technology, Computer Science, relevant field, or equivalent experience. Applicants with relevant certifications such as Microsoft 365, CompTIA A+, Network+, Security+ will be highly desirable. Proficiency in troubleshooting, configuring, and maintaining Windows 11 operating systems.

• Deep understanding of Microsoft 365 services, including user management, security configurations, and application troubleshooting.
• Experience in deploying and managing devices, applications, and policies using Microsoft Intune. Familiarity with Microsoft Defender for Endpoint, Microsoft Defender for Office 365, Sentinel, and other security tools. Experience in managing and troubleshooting Windows Server environments, including Active Directory, Group Policy, and file/print services.
• Proven experience in a help desk or technical support role, preferably in a similar environment. Familiarity with using and managing IT ticketing systems for logging, tracking, and resolving user issues. Effective in providing user training on systems, applications, and security best practices. Excellent communication and interpersonal skills to effectively assist and support end-users. Capability to work effectively as part of a team and collaborate with other IT professionals. Ability to create and maintain detailed documentation for processes, configurations, user instructions and knowledgebase articles.
• Strong analytical skills to diagnose and resolve technical issues efficiently Ability to manage multiple tasks and priorities in a fast-paced environment.

The benefits of joining TERI

• PPO Medical / Dental / Vision and FSA
• Life / ADD / Disability Insurance
• Employee Assistance Program
• 403b Savings Plan
• Onsite Fitness Center
• Health and Wellness Program
• Pet Insurance
• Vacation, Sick and Paid Holidays

Equal Opportunity Statement:TERI is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. At TERI, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and employees without regard to race, color, religion, sex, pregnancy and related medical conditions, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information, military and veteran status and any other characteristic protected by applicable law. TERI believes that diversity and inclusion among our employees is critical to our success, in touching the lives of those we serve and seek to recruit. We strive to develop and retain the most compassionate and talented people from an extensive and diverse candidate pool.