Minimum of four-year experience in a technical support role and related field customer service experience.
Experience in and working knowledge of PC hardware and laptop repair, networking, Microsoft Windows 10, remote client connectivity and software installation and removal. Exceptional customer service
Strong analytical skills; able to assess and solve issues in a high-pressure environment Maintains a good understanding of IT industry trends.
Excellent written and oral communication skills Ability to participate in after hours on-call support
Proficiency in MS Word, Excel and other business software applications
Good understanding of computer systems, mobile devices and other tech products Ability to diagnose and resolve basic technical issues
Serving as the first point of contact for customers seeking technical assistance over the phone or email
Performing remote troubleshooting through diagnostic techniques and pertinent questions
Determining the best solution based on the issue and details provided by customers The Solution Desk Technician will create, maintain and monitor helpdesk tickets and insure they are properly entered into the Remedy Force ITSM platform.
They will maintain a high level of technical proficiency in the area of personal computing, and application support through experience, on the job training, and formal IT training They will assist IT team members in research, implementation, configuration, and administration of the organization's computing system environment
Respond to technical IT assistance requests from the Remedy ticketing system Walk the customer through the problem-solving process
Direct unresolved issues to the next level of support personnel Provide accurate information on IT products or services Follow-up and update customer status and information
Pass on any feedback or suggestions by customers to the appropriate internal team Identify and suggest possible improvements on procedures
Diagnose faults, issues and perform maintenance and/or escalate to ensure appropriate service levels are offered to the customers.