Help Desk Technician

eClerx•Fayetteville, NC

About The Position

The Help Desk Technician oversees desktop support operations and helps ensure excellent customer service for internal and external customers. The role provides technical support, training, and assistance to desktop support personnel on network computer system issues and new technology. It also coordinates and prioritizes work, responds to priority incidents, and works with other IT personnel to resolve or route desktop-related issues. The position leads efforts to improve the efficiency and effectiveness of IT support services and monitors team performance for adherence to company policies and standards.

Requirements

Bachelor’s degree in computer engineering, computer science, information technology, or another IT/computer-related course.
2–3 years of IT support experience.
Knowledge of IT systems and equipment, including installation, configuration, maintenance, and repair.
Knowledge of IT requirements and demands in call center operations and organization, particularly operations support.
Technical writing skills to document problems and solutions for customers and other 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, such as the Senior Network Administrator or Senior Systems Administrator.
Respond quickly to priority incident calls, provide troubleshooting assistance to 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, identify areas for improvement, and implement best practices.