IT Helpdesk Technician

About Alkeme:
Alkeme is a leading innovator in the insurance and finance sectors, committed to enhancing operational efficiencies and pioneering advanced solutions. As we continue to grow, we are looking for a dedicated Helpdesk Technician to join our IT support team and help maintain the smooth operation of our company’s IT infrastructure.

Job Overview:
The Helpdesk Technician is a vital member of our IT support team, responsible for providing first-line technical assistance, resolving IT issues, and ensuring a high level of customer satisfaction through effective problem-solving and communication.

Key Responsibilities:

• Act as the first point of contact for employees seeking technical assistance via phone, email, or in person.
• Perform remote troubleshooting through diagnostic techniques and relevant questions.
• Determine the best solution based on the issue and details provided by the user.
• Guide users through the problem-solving process with clear and effective instructions.
• Escalate unresolved issues to the next level of support personnel.
• Provide accurate information on IT products or services.
• Log events and problems and their resolution in records.
• Follow up and update customer status and information as needed.
• Relay feedback or suggestions from customers to the appropriate internal team.
• Suggest possible improvements on procedures to enhance efficiency.

Skills and Attributes:

• Proven experience as a helpdesk technician or in a similar customer support role.
• Tech-savvy with working knowledge of office automation products, databases, and remote control tools.
• Strong understanding of computer systems, mobile devices, and other tech products.
• Capable of diagnosing and resolving basic technical issues.
• Excellent communication skills, both verbal and written.
• Customer-oriented with a cool, patient temperament.

Compensation and Benefits:

• Hourly Rate: $25 per hour
• Comprehensive benefits package including generous paid time off (PTO), health insurance, and 401(k) with company matching.

Working Conditions:
This hybrid role requires a presence in our Ladera Ranch, CA office, combined with the flexibility to work remotely. The position may involve varying interaction levels with employees across multiple departments.