Help Desk Technician

The Help Desk Technician s role is to provide Tier 1 technical support to customers both over the phone using remote support tools and in person. The Help Desk Technician will be using their technical skills and expertise to resolve issues and properly ensure that complex and/or high priority problems are elevated to specialized support groups for resolution when needed.

Essential Functions

• Effectively, professionally, and respectfully represents other Information Technology staff members, teams, and their services to the client community.

• Provides support for all Information Technology products and services. Support may include answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy.

• Determines the most effective manner to resolve customer's technical issue.

• Records required customer and incident information in an IT ticketing system. Updates tickets with appropriate entries of activities and closes tickets with resolution entered upon completion.

• Follows basic quality techniques in both processes and services to ensure the organization s quality standards are met.
• Resolves Level 1 work orders. Elevates complex and/or high priority problems to the appropriate support groups for resolution.
• Verifies that suggested solutions effectively resolve the users' problems through verbal or email follow up.
• Works on Help Desk related projects as assigned by the Help Desk Team Lead.
• Contribute to knowledge base articles and documentation of incident resolution.

Knowledge and Skill Requirements

• Proficiency working in an IT-related field supporting end user devices, operating systems, applications, and basic wireless/wired connections support.
• Proficiency using Microsoft and Mac operating systems and Office.
• Advanced proficiency in Microsoft Office Products, including troubleshooting, usage, etc.
• Ability to research solutions and determine the best solution set for the current environment.
• Must be willing and able to learn new technologies as new products and services are adopted.
• Ability to explain technical terminology to non-technical end users and create knowledge-based documents.
• Excellent interpersonal skills and customer service orientation.
• Excellent time management and organization skills to balance, prioritize and perform multiple tasks simultaneously in a fast-paced environment.
• Ability to work independently and also effectively communicate within a team environment.
• Strong attention to detail.
• Self-motivated and highly organized.
• Must exercise discretion and sound judgment and be able to work well independently.
• Must be able to work in a fast-paced environment while being able to think critically.
• Must currently reside in the U.S. and not require sponsorship, be dependent on a spouse s sponsorship, or require a 3^rd party for employment.
• Must be able to pass a background check and drug screen.
• Must have good written and verbal communication skills.

Minimum Qualifications - Education & Prior Job Experience

• Associate s Degree or 2 years of relevant experience

Preferred/Nice to Have:

• A+ certification a plus
• ACMT Certification
• Network+