Service Desk Technician

Conshohocken, PA - USA

Monthly Salary: Not Disclosed

Posted on: Yesterday

Vacancies: 1 Vacancy

Job Summary

Overview
A Helpdesk Technician also known as a Service Desk Agent or Technician is responsible for providing technical assistance and support to users or customers who are experiencing issues with their computer systems software applications hardware devices or other technology-related problems. The role involves a combination of technical expertise customer service skills and problem-solving abilities.

Location
This position with its responsibilities shall be performed remotely.

Responsibilities
Candidate applying will be expected to:
Provide IT assistance and technical support to customers
Support end-users on cloud systems hardware functionality and software programs
Resolve incident tickets and service requests in a timely manner
Escalate tickets and service requests if the problem is too complex for the agent to ensure a timely resolution
Monitor hardware software and systems
Update software as well as upgrading hardware and systems
Help users with password resets account unlocks and access-related issues for various systems and applications
Document processes and performing diagnostic tests
Promote security best practices and educate users about potential security risks such as phishing and malware

Requirements
Candidate applying should meet the following requirements:
At least 1 year of industry experience in this role or such similar
Degree related to IT industry or equivalent education
Certifications: CompTIA A
Ensure that customers are satisfied with the support provided by following up
Exceptional ability to provide technical support and resolve incidents
In-depth knowledge of computer hardware software and networking
Ability to determine IT needs and train end-users
Proficiency in RMM helpdesk and service desk software
Maintain detailed records of support requests troubleshooting steps taken and solutions provided
Exceptional interpersonal and communication skills

OverviewA Helpdesk Technician also known as a Service Desk Agent or Technician is responsible for providing technical assistance and support to users or customers who are experiencing issues with their computer systems software applications hardware devices or other technology-related problems. The ...