We are looking for our next Help Desk Technician to ensure proper computer operation so that end users can accomplish business tasks.
This includes receiving, prioritizing, documenting, and actively resolving end user help requests.
Essential duties:
- Providing first-level technical support: Answering incoming calls, emails, and online chat requests from end-users experiencing technical difficulties.
- Troubleshooting and resolving technical issues: Diagnosing and resolving problems related to hardware, software, network connectivity, printers, peripherals, and other IT equipment.
- Escalating complex issues: Identifying and escalating problems that cannot be resolved at the first level to higher-tier support teams or specialized technicians.
- Performing basic network troubleshooting: Diagnosing and resolving common network connectivity issues.
- Maintaining knowledge base: Contributing to and utilizing a knowledge base to document common issues and solutions, enabling faster resolution times.
- User education and training: Providing basic training and guidance to end-users on the use of software, hardware, and IT systems.
- Following established procedures: Adhering to company policies and procedures regarding IT support and security protocols.
- Prioritizing and managing workload: Effectively managing multiple support requests and prioritizing them based on urgency and impact.
- Communicating effectively: Clearly and concisely communicating technical information to both technical and non-technical users.
- Customer service: Providing excellent customer service and maintaining a professional demeanor when interacting with end-users.
Minimum Qualification:
- 2+ years of experience to include: · Help Desk services, installation, configuration/provisioning and troubleshooting of hardware and software, MS Windows 10, 11, and common enterprise class applications such as Outlook 365 and Teams
- VPN, basic networking support
- Active Directory · Remote desktop support tools such as Bomgar
- Endpoint systems management tools such Microsoft Intune.
Knowledge, Skills, and Abilities:
- Exceptional written and oral communication skills.
- Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
- Strong documentation skills.
- Ability to conduct research into a wide range of computing issues as required.
· Ability to absorb and retain information quickly.
- Exceptional customer service orientation.
· Experience working in a team-oriented, collaborative environment.
Apply now