5-7 years of experience in a technical support role
Bachelor's degree, technical certifications, or relevant work experience
Proficient with computer systems and mobile devices
Ability to diagnose basic technical issues
Strong written and verbal communication skills
Experience with Jira and Office 365 preferred
Customer-focused with a positive attitude
Responsibilities
Serve as the initial point of contact for technical assistance
Perform remote and local troubleshooting using diagnostic techniques
Respond to help desk tickets ensuring timely resolution
Guide customers through problem-solving processes
Escalate unresolved issues to higher-level support
Document events, problems, and solutions in the ticketing system
Manage accounts across various systems, including Active Directory and Office 365
Benefits
Holistic compensation package including competitive salary and equity plan
Paid vacation, sick leave, and company holidays, with a year-end shutdown
Comprehensive health and wellness benefits, including HMO and PPO options
Company-sponsored life insurance and disability coverage
Professional development reimbursement opportunities
Collaborative environment focused on innovation and technology integration
Full Job Description
Schedule: Sunday - Thursday
Purpose
We are looking for a Help Desk Technician to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them. An excellent Help Desk Technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers. The goal is to create value for clients that will help preserve the company's reputation and business. The Role
Serve as the first point of contact for customers seeking technical assistance
Perform local and remote troubleshooting through diagnostic techniques and pertinent questions
Answer help desk tickets and provide timely resolution.
Walk the customer through the problem-solving process
Direct unresolved issues to the next level of support personnel
Complete tasks and/or projects as assigned in downtime.
Record events and problems and their resolution in the ticketing system
Follow-up and update customer status and information
Pass on any feedback or suggestions by customers to the appropriate internal team
Identify and suggest possible improvements on procedures
Manage accounts in multiple systems, including Active Directory, the Atlassian Cloud, Office 365 & others as assigned.
Procure I.T. equipment and provision based on user requirements.
Record new assets and update existing asset changes in asset management system
Basic Qualifications
Ability to lawfully access information and technology that is subject to US export controls
Demonstrated proficiency related to the position, including, BS/BA Degree OR Certification(s)/Certificate(s) OR Technical Program Completion OR Past Work Experience
Tech savvy, good understanding of computer systems, mobile devices, and other tech products
Ability to diagnose and resolve basic technical issues
Excellent communication skills
Jira experience preferred
Office 365 experience preferred
Customer-oriented with a positive attitude
Willingness to tackle problems and find solutions
Work Environment
Able to work on-site
Occasional after hours or holiday weekends on call.
Compensation
At Divergent, our pay range is based on the level of the job. For this role, we will consider candidates at levels S01 - S02 as evaluated through our interview process.
INT S01: $30.00 - $49.00
INT S02: $34.00 - $56.00
Pay Range
$30-$56 USD
What We Offer:
Holistic Compensation Package: Enjoy a world-class compensation package that includes a competitive salary, equity plan, and discretionary results-based incentive bonus opportunities, ensuring you're truly valued for your contributions.
Wellness and Time Off: Embrace a healthy lifestyle with paid vacation, sick time, and company holidays, including a year-end shutdown to recharge. We support growing families with paid parental leave, recognizing the importance of bonding time.
Comprehensive Health and Wellness: Prioritize your well-being with our comprehensive health and wellness benefits, offering both HMO and Premium PPO options. Additionally, benefit from company-sponsored life insurance and short and long-term disability coverage for peace of mind.
Investment in Growth: We're committed to your professional development. Take advantage of reimbursement opportunities for learning and development initiatives, empowering you to continuously expand your skill set and reach peak performance.
Collaborative and High-Performing Environment: Join our collaborative, dynamic, and high-performing team within a fast-paced, mission-driven company. Together, we're disrupting the traditional manufacturing industry, fostering innovation, and integrating people and technology to reduce our footprint.
