Help Desk Technician
Help Desk Technician
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Salary Not Disclosed
1 Vacancy
Job Description
- The Help Desk Technician is the first pointofcontact for endusers seeking technical assistance. Requests can be in person via phone or email. Requests can be for all companyissued IT assets including PC laptop mobile phone handheld devices network connectivity and applications.
- Communication: Must be able to effectively communicate with nontechnical endusers to gather details about reported issues ensuring accurate and timely resolution of support issue.
- Provide timely updates to internal customers on ticket status. Maintain support ticket information.
- Must be able to effectively escalate unresolved issues to the next level of support personnel. Escalation will include passing all relevant details about the issue to the escalation resource.
- Must have ability to troubleshoot diagnose and resolve technical hardware and/or software issues efficiently.
- Document issue troubleshooting steps and final resolution in the ticketing system.
- Maintain technical documentation on installation of software configuration of hardware and troubleshooting steps.
- Continuous improvement: Help identify areas for improvement in our services. Identify and communicate recurring issues to system administrators and/or managers.
- Work with external vendors as needed to ensure sufficient internal transfer of knowledge.
- Overnight travel to other company locations as required.
- Completion of assigned projects.
- Provide accurate and timely reports to management on support ticket and project status.
- Other duties as assigned.
- High School Diploma or GED.
- Six months to two years experience in help desk support is preferred.
- Must have excellent communication and training skills.
- Must be humble approachable and honest.
- Demonstrate good judgement problem solving and decisionmaking skills as well as being an organized record keeper.
- Must be selfstarter who can work independently and deliver accurate timely results.
- Demonstrated organization and accuracy skills; selfmotivated detail oriented and able to handle multiple projects/tasks with competing deadlines.
- Must demonstrate the ability to solve problems accept constructive feedback and show flexibility should priorities and/or deadlines change.
- Excellent verbal and written skills and a high degree of emotional intelligence. Must be able to build productive relationships across all levels of an organization.
Required Experience:
IC
Employment Type
Full Time
