Help Desk Representative III

Overview

Shift4 (NYSE: FOUR) is boldly redefining commerce by simplifying complex payments ecosystems across the world. As the leader in commerce-enabling technology, Shift4 powers billions of transactions annually for hundreds of thousands of businesses in virtually every industry. For more information, visit www.shift4.com.

This role requires to be in office in Center Valley.

Responsibilities:

We are seeking an experienced IT Help Desk Technician to join our team. The ideal candidate will be responsible for providing technical support and troubleshooting assistance to our employees. The role requires advanced knowledge of active directory, hardware, software, and other IT-related issues. The candidate should have excellent problem-solving skills, communication skills, and a strong customer service focus.

• Improves employee productivity through the implementation and support of hardware and software tools and systems.

• Responds to and participates in resolution of production issues (business hours & on-call schedule).

• Assists in planning IT related tasks and projects and tracks scheduled completion.

• Troubleshoot and resolve hardware, software, and network issues.

• Identify and escalate complex technical issues to appropriate teams.

• Install, configure, and maintain computer hardware, software, and peripherals.

• Document and maintain technical knowledge base articles.

• Provide end-user training and support for various applications and systems.

• Create and maintain user accounts, security groups, and group policies in Active Directory.

• Monitor system logs and alerts to proactively identify and resolve issues before they impact users.

• Deploy and support software updates and patches.

• Provide remote support to users using remote access tools.

• Assist with the setup and maintenance of video conferencing equipment and other collaboration tools.

• Participate in the development and implementation of IT policies and procedures.

• Maintain accurate records of all IT assets, including inventory, licensing, and maintenance schedules.

• Stay up-to-date with emerging technologies and trends in the IT industry and make recommendations for improvements to the IT infrastructure and support processes.

Qualifications:

• 3 to 5 years of experience in a similar role providing technical support to end-users.

• Experience in supporting a variety of operating systems, including Windows and macOS, and mobile devices such as smartphones and tablets.

• Advanced knowledge of networking concepts, including TCP/IP, DNS, DHCP, VPN, and firewalls.

• Advanced knowledge of Active Directory.

• Familiarity with virtualization technologies such as VMware or Hyper-V.

• Familiarity with remote access tools and VPN technologies.

• Ability to manage and prioritize multiple tasks and issues simultaneously and work well under pressure.

• Strong written and verbal communication skills and the ability to communicate technical information effectively to non-technical end-users.

• A strong customer service focus.

• Strong problem-solving skills and ability to think logically.

• Certifications such as CompTIA A+, Network+, or Security+ or equivalent industry certifications are preferred.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.