IT Help Desk Technician

Schedule:

• Monday through Friday
• Shift Hours: 5:30 am or 6 am start (8hour shifts)
• Inoffice position no hybrid or remote possibilities

Pay Rate Range:

• $21.50$28.25/hr depending on experience
• Final Offer will be determined after the interview

Roles and Responsibilities:

• Act as the first point of contact for internal customers via phone and Service Now
• Use Service Management solutions to log assign and receive support tickets providing detailed descriptions of issues progress and solutions
• Guide Tier 1 staff in best practice usage
• Resolve hardware and software issues for workstations printers mobile devices servers and network access
• Utilize manual and automated diagnostic tools to identify problems and root causes
• Update knowledge base with prescriptive guidance for common problems to enhance Tier 0 customer selfservice
• Escalate incidents and requests to Tier 3 support when problems are more complex
• Arrange onsite visits if a problem cannot be resolved over the phone or by email
• Develop and maintain knowledge of legacy existing and new PC hardware and software technology
• Participate actively in incident problem request and change management processes contributing to ongoing improvement
• Follow procedures for the installation deployment and maintenance of workstation hardware and software
• Execute corrective actions as prescribed by other technicians or per standard recovery procedures

Qualifications:

• High School Diploma required
• 3 years of work experience in an IT customer service role demonstrating a technology skill set in a customer service capacity
• Professional responsiveness to calls emails chats and voicemails for customer support
• Technical writing proficiency
• Innovative teamoriented problem solver
• Excellent interpersonal negotiation and communication (verbal and written) skills
• Excellent organizational time management and followthrough skills
• Ability to manage multiple competing priorities
• Unwavering commitment to providing customers with a highquality experience
• Troubleshooting and diagnostic/repair skills for PCs components and peripheral equipment
• Experience using imaging and migration utilities such as SCCM MDT and USMT
• Proficiency in Microsoft Office application usage
• Experience troubleshooting Mobile Device Operating Systems (iOS Android)
• Experience troubleshooting Microsoft Desktop Operating Systems (Windows 10/7)
• Knowledge of networking fundamentals
• Physically capable of lifting computers monitors printers parts and supplies and sitting for extended periods of time
• Experience troubleshooting MacOS clients
• Certifications: CompTia A Server Network HDI Customer Help Desk Analyst Microsoft Office Specialist MTA/Microsoft Office Specialist MCP/MCSA/MCSE/MCDST ITIL ServiceNow