Help Desk Support
About The Position
Client is looking for a help desk support technician to add to their service desk. The help desk technician is the first line of support for the service desk and is responsible for first call resolution and appropriate escalation of tickets that can not be resolved at the help desk level. Ideal candidates will need to have experience with diagnosing, trouble-shooting and documenting issues related to password resets, software & hardware, Active Directory and MS Office 365. Since the help desk technician is working directly with end users they will need to have great customer service and verbal communication. Managers are also looking for a team player and someone who is ambitious to learn technology.
Requirements
- Experience with diagnosing, trouble-shooting and documenting issues related to password resets, software & hardware, Active Directory and MS Office 365.
- Great customer service and verbal communication.
- Team player and someone who is ambitious to learn technology.
- Up to one year help desk related experience.
- Experience with Microsoft operating systems at the level used in the corporation as well as desktop and laptop hardware.
Nice To Haves
- Associate’s degree in Information Systems or related field preferred.
Responsibilities
- Showing up every day on time and being consistent
- Providing quality work and hitting daily KPI's (30-45 tickets per day)
- Ability to learn, take proper notation, and apply coaching in real time
- Leading with curiosity and willingness to learn new concepts
- Respond proactively to telephone calls and emails sent to the Help Desk system as the first level of assistance.
- Open and/or close work orders (via Help Desk software) on each call received.
- Escalate problems and requests as necessary to ensure positive resolution.
- Conduct research on relatively simple issues and escalates issues that cannot be resolved in fifteen minutes to either a more senior Help Desk level or level two support.
- Create, modify and/or delete user accounts per Terracon policy and update appropriate documentation (e.g. account termination spreadsheet).
- Guide end users through troubleshooting procedures to restore technical service
- Re-image workstations and laptops (using current image software) when required.
- Accurately document user issues and troubleshooting steps, test results and resolution information within incidents and service requests
- Maintain an increasing level of proficiency in hardware, software, networking and other technologies supported by the IT Dept.
- Participate in company technology projects as needed.
- Maintain an accurate, timely record of hours spent on Work Orders and projects in time and accounting systems.
- Follow safety rules, guidelines and standards for all projects. Participate in pre-task planning. Report any safety issues or concerns to management.
- Be responsible for maintaining quality standards on all projects.
Benefits
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
