Help Desk Technician
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Job Location:
Buffalo, WY - USA
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
*Direct Hire Opportunity*
Lighthouse Technology Services is partnering with our client to fill their Help Desk Technician position! This is a direct hire opportunity and will be on-site in Buffalo NY.
What Youll Be Doing:
- Primary support contact for user requests and issues related to IT products and services.
- Responsible for identification logging and categorization of all end user requests and incidents.
- Accountable for detailed troubleshooting and information gathering via customer conversations log reviews internet research etc.
- Liaison between end users and technical teams to triage and gather additional information as required to help determine root cause of reported incidents.
- Escalate issues and requests to higher level technical and application support tiers when unable to resolve requests using available tools or documentation.
- Evaluate and respond to alerts from IT networking and system monitoring tools.
- Prompt resolution of requests and issues using held knowledge following Standard Operating Procedures or Known Error resolutions and workarounds via phone email and in person.
- Support end user usage of company hardware devices including laptop and desktop computers printers cell phones tablets scanners and other business-related devices.
- Support end user usage of company desktop and mobile software including Windows operating systems Microsoft 365 application suite ERP and CRM platforms.
- Laptop and desktop configuration and deployment.
- User management including on-boarding and off-boarding lifecycle account management including account creation password resets account unlocks access management software licensing Active Directory changes.
- Preparing training manuals and FAQ materials for easy-access end-user guidance on IT services.
- Documents procedures and knowledge in the IT Knowledge Base.
- Look for opportunities for operational improvements and makes recommendations to optimize IT performance or prevent future problems.
- Communication to end users during major outages planned maintenance and other information relays when required.
- Ensure agreed upon SLAs are continually met and/or exceeded.
- Periodically support users after-hours as part of the IT after-hours support rotation.
What Youll Need to Have:
- 23 years of Service Desk experience.
- Strong customer service skills for supporting internal staff across the organization.
- Proficiency with Microsoft Windows operating systems and desktop software.
- Experience supporting business applications (Dynamics D365 NAV Epicor P21 Service Titan Zoho QBO preferred but not required).
Salary:$52000 Benefits
Questions about any of our jobs Email us at
Required Experience:
IC
Key Skills
- user account
- Active Directory
- Customer Service
- Information Technology
- desk support
- End user
- Project Management
- Phone Calls
- service levels agreement
- Desk Staff
- Ltil
- Procedures
- Setup
- hardware
- Technical Support
