Help Desk Technician
About The Position
The Help Desk Technician operates in a primarily call center environment and is responsible for answering all incoming phone calls to the IT Service Desk. This position provides first-level technical support by troubleshooting hardware, software, and network issues, accurately documenting incidents and service requests. Ensure prompt and effective resolution or escalation of issues while delivering excellent customer service and maintaining a high level of professionalism in all interactions. Standard hours are Monday through Friday, 8:00 AM to 5:00 PM. Some extended hours or weekend work may occasionally be required.
Requirements
- Knowledge of Microsoft and Apple operating systems and application software.
- Knowledge of Virus protection and cleansing.
- PC and Mac troubleshooting skills.
- Problem-solving and analytical skills.
- Effective written and verbal communication skills.
- Associates degree, technical school certificate in an IT related discipline may be considered.
- Two years of experience in installing, repairing, and troubleshooting computers and software.
Responsibilities
- Manages the flow of Help Desk tickets and monitors the queue for incoming requests.
- Serves as the first contact for user support, interact with other IT personnel.
- Assists users with hardware and software problems and questions to include file management, internet and software usage, peripheral usage, etc.
- Assists with Network Administration and Management including troubleshooting problems with communications such as hubs, routers, switches cables, etc.
- Initiates problem calls with Subject Matter Experts when incident trends denote a wider issue.
- Keep management informed of Help Desk ticket statistics and trends.
- Post weekly statistics to the department SQDC board and complies other statistics as needed.
- Other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
