The Hackett Group
From The Hackett Group's careers page
Status: listed on the employer's own careers page when we last checked (daily). Confirm on their site before applying.
Serve as the first point of contact for end-users seeking technical support via phone, email, or ticketing system.
Troubleshoot and resolve hardware and software issues on Windows laptops and desktops.
Support software installations, upgrades, and basic configuration using remote desktop tools.
Perform basic network troubleshooting, including issues with connectivity, VPN, DNS, and Wi-Fi.
Use remote access tools (e.g., AnyDesk, TeamViewer, RDP) to assist users with technical issues.
Log, categorize, prioritize, and assign tickets within the IT ticketing system.
Escalate unresolved problems to higher-level support as per escalation matrix.
Document all support interactions, resolutions, and troubleshooting steps accurately.
Support user onboarding/offboarding, including laptop setup, user account provisioning, and basic access rights.
Adhere to internal SLAs and follow IT service management best practices.
Participate in rotational shifts, including coverage for weekends and holidays if required.
Job
Windows OS and hardware/software troubleshooting
Networking fundamentals (IP, DNS, DHCP, VPN)
Remote support tools and ticketing systems
Software installation and system configuration
Documentation and ticket updates
Prioritizing multiple technical issues under pressure
Personal
Ability to clearly explain technical issues to non-technical users.
Analytical thinker who can troubleshoot under time pressure and find effective solutions.
Able to handle multiple tasks, prioritize tickets, and meet SLAs
Flexible and able to adjust to new technologies, processes, or shift schedules.
Takes ownership of tasks, follows through, and ensures timely resolution of issues.
Job
Troubleshooting Outlook, OneDrive, Teams, SharePoint, etc
Basic troubleshooting for iOS and Android in a corporate environment.
Familiarity with tools like Windows Defender
Handling common issues related to printers
User account creation, password resets, and group membership changes.
Personal
Clear verbal and written skills to explain issues and solutions
Accurately logs tickets, documents solutions, and avoids mistakes.
Adjusts easily to new technologies, changes in processes, or shift schedules
Eager to learn and grow with evolving IT tools and environments.
Maintains a positive and composed attitude even in high-pressure situations.
Other Relevant Information
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Hi [Name], I just applied for the Trainee- IT Helpdesk Technician role at The Hackett Group. My background in [your most relevant experience] lines up well with what the team is looking for. Would you be open to a quick chat, or could you point me to the right person on the team? Thank you!
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