As the IT Helpdesk Technician at Porch, you will be responsible for analyzing, troubleshooting and evaluating end-user and technology issues for the Porch Group s Information Technology department. This role will provide support for Porch Group employees.

Additionally, the role will provide assistance via the telephone, chat and standard remote tools giving instructions and best practices on how to use business-specific programs. The candidate should be familiar with troubleshooting IT products such as Microsoft Windows, Office 365, MacOS, MS Teams, Slack, Zoom, Ring Central and other business-related hardware or software.

IT Helpdesk Technician Responsibilities

Set up and ship equipment for employee use.
Monitor all work orders and requests and troubleshoot tickets for status and compliance with established timeframes for work performance.
Maintain help desk requests, ticket updates and status, general data entry, data gathering from emails and phone calls for user support.
Re-image laptops and desktops for re-deployments.
Ensuring proper installation of IT Standards (operating systems and standard software).
Answer user inquiries regarding computer software or hardware operation to resolve problems.
Document and maintain an I.T. knowledge base and maintain inventory of assets and equipment.
Develop and maintain technical documentation and procedures, or train users in the proper use of hardware or software.
Install, maintain, support, troubleshoot operating systems and a wide variety of software applications, peripheral devices and network connectivity issues.
Answer questions in a friendly professional manner to resolve computer problems for employees remotely via email, chat, or telephone, or in person.
Create, change and delete user accounts.
Scripting and automation to help employees eliminate repetitive work.
Maintaining security standards and patch management supported endpoints.
Collaborate with others to resolve information technology issues.
Resolve computer software issues, questions and problems.
Perform other IT related duties or projects, as assigned.

Knowledge, Skills, and Abilities

Required:

Must have strong communication skills both verbal and written (English), attention to detail, dependability, cooperation, integrity and analytical skills.
Bachelors IT related degree or 4+ years of experience in a related on-the-job experience.
Knowledge of MS Windows and Mac OS X operating systems
Excellent organizational and prioritization skills; able to assess prioritization by gauging business impact in consideration of competing priorities.
Strong interpersonal and influencing skills, with the ability to build credible relationships with multiple business functions.
Ability to work on multiple concurrent projects and tasks and switch focus as necessary
Ability to adapt to rapidly changing priorities.
4+ years of relevant corporate IT support operations work experience; preferably in a high-growth, dynamic SaaS environment.
Familiarity with regulatory compliance standards such as SOX (Sarbanes-Oxley Act), PCI (Payment Card Industry Data Security Standard), and other relevant frameworks to ensure adherence to legal and security requirements.
Familiarity with the fundamentals of IP Addressing, DHCP, DNS, and basic routing skills
A quiet space to work
Reliable internet connection of at least 30 Mbps
IT certifications are a plus

More Jobs at Porch

IT Helpdesk Technician

noida, new delhi, gurugram

2.0 - 7.0 yrs

INR 4 - 9 Lacs

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IT Helpdesk Technician