Help Desk Technician

TEKsystems•Mount Laurel Township, NJ

3d•Onsite

About The Position

This is a Contract to Hire position based out of Mount Laurel, NJ. The role involves receiving incident and information request calls from customers for IT services and resolving them at the first point of contact. The technician will keep customers informed of the progress of their queries, analyze, isolate, research, and explain step-by-step technical troubleshooting solutions for software or hardware, and prioritize and escalate support based on client/public impact. The position requires excellent attention to detail, the ability to translate complex technical information into simple language, and strong problem-solving, conflict resolution, negotiation, and de-escalation skills. Maintaining confidentiality as required by HIPAA protocols, learning and supporting various purpose-built software, and staying familiar with network devices and latest technologies are also key aspects of the role. The technician must maintain the company's high standards of quality and professionalism and perform other duties as assigned by their supervisor.

Requirements

Help desk experience: 1-3 years (Preferred).
CCNA certification preferred.
Strong written and verbal communication skills.
Expertise in Cisco IOS, Linux, and Windows Server operating systems.
Experience with multitasking in a high-energy environment.
Maintains confidentiality of all information, policies, and procedures as required by the Health Insurance Portability and Accountability Act (HIPAA) protocols.
Learning and supporting a variety of purpose-built software.
Continued familiarity with network devices and latest technologies.

Nice To Haves

Excellent attention to detail and follow-through.
Successfully translate complex technical information/instructions into a simple language that would ensure seamless troubleshooting.
Demonstrate problem-solving, conflict resolution, negotiation, and de-escalation skills.

Responsibilities

Receive incident and information request calls from the customers for IT services, and service that call by resolving with point of contact.
Keep customers informed of the progress of their queries.
Analyze, isolate, research, and effortlessly explain step-by-step technical troubleshooting solutions related to software or hardware to provide a resolution.
Prioritize and escalate support based on the client/public impact.
Maintain the company's high standard of quality and professionalism regarding workmanship, customer relations, coworkers, behavior, and appearance.
Perform any other duties not specifically stated herein, but which your supervisor may assign.