Helpdesk Technician

Responsibilities for Help Desk Technician

• Manage Help Desk tickets in a timely and efficient manner

• Monitor and response quickly and efficiently to customer issues via phone, email, and computer chat

• Provide customer assistanceand communicate any pending or unresolved issues to direct report each day

• Document all customer interactions in the ticketing system

• Run diagnostics to resolve customer reported issues

• Escalate issues to the next Tier based on level of difficulty

• Install, make changes, and repair computer hardware and software

• Follow-up with customers to ensure issues are resolved

• Train incoming staff as needed

• Resolve technical problems with Local Area Networks (LA), Wide Area Networks (WAN), and other systems

• Collect feedback to determine patterns and issues such that they can be resolved, or FAQs can be provided to customer to ease in troubleshooting

• Submit EOD ticket performance reporting

Qualifications for Help Desk Technician

• Microsoft Certified Systems Engineer designation, preferred

• 5+ years of experience working in a help desk environment

• Microsoft O365, Azure AD and Office experience required

• Windows 10 experience

• Flexibility to work a variety of shifts with minimal notice

• Ability to work well with others

• Available to work regular overtime

• Proficiency with a MAC and IOS computers

• Excellent oral communication skills

• Detail oriented and highly organized

• Ability to diagnose and resolve basic computer technical issues

• Preferred experience in the following: SolarWinds, Cisco Certs/Network Troubleshooting, Firewall Configuration (Fortinet/Watchguard), PowerShell, SysAdmin\Server Management (Microsoft\AD\Group Policy), Aruba Central, ConnectWise