Help Desk Technician

eClerx•Fayetteville, NC

24d

About The Position

The Help Desk Technician leads desktop support operations and provides expert technical support, training, and assistance to desktop support personnel. The role oversees service quality for internal and external customers, coordinates support work, and helps resolve network and computer system issues. It also works with other IT personnel, including Senior Network Administrators and Senior Systems Administrators, when issues need to be escalated. The position supervises members of the Desktop Support/IT Support Team, assigns and prioritizes work, sets expectations, and promotes team goals and priorities. It monitors staff performance and adherence to company policies and standards, ensures service level agreements are understood by the team, responds to priority incidents, and leads improvements to the efficiency and effectiveness of IT support services.

Requirements

Bachelor’s degree in computer engineering, Computer Science, Information Technology, or another IT- or computer-related course.
2–3 years of IT support experience.
Knowledge of IT systems and equipment, including their installation, configuration, maintenance, and repair.
Knowledge of IT requirements and demands in call center operations and organizations, particularly operations support.
Technical writing skills to document problems and solutions for customers and technical support personnel.
Strong time and project management skills.
Excellent oral and written communication skills and fluency in English.
Ability to adapt to changing work schedules and hours.
Excellent problem determination technique.
Excellent customer orientation.
Well-organized, with good follow-through on commitments to customers.
Strong problem-solving, decision-making, and analytical skills.

Nice To Haves

ITIL, A+, or Security+ certification.

Responsibilities

Develop and manage effective working relationships with other departments, groups, and personnel.
Provide direction and supervision to members of the Desktop Support/IT Support Team.
Assign and prioritize work, set expectations, and promote goals and priorities.
Oversee desktop support operations and ensure excellent customer service to internal and external customers.
Provide technical support, training, and assistance to desktop support personnel on network computer system issues and new technology.
Analyze desktop-related issues, determine problems, implement solutions, and resolve or forward work orders to appropriate IT personnel.
Respond quickly to priority incident calls, troubleshoot with team members, and prioritize tasks to minimize downtime and impact time.
Ensure service level agreements are communicated to and understood by the desktop support team.
Monitor and evaluate IT Support/Helpdesk personnel performance to ensure adherence to company policies and standards.
Lead initiatives to improve the efficiency and effectiveness of IT support services by identifying improvement areas and implementing best practices.