Help Desk Technician

Ancora Education • Arlington, TX

12d

About The Position

Provides first-contact technical support via phone, email, and chat, aiming for quick resolution of user issues. This role involves efficiently managing the ticket queue to meet Service Level Agreements (SLAs), escalating complex problems to higher-tier support (Tier 2/3), and consistently delivering excellent customer service while representing the IT department professionally.

Requirements

• HIGH SCHOOL DIPLOMA OR GED
• 1 year of experience in the Information Technology or related field
• 1 YEAR OF EXPERIENCE IN A HELP DESK OR CALL CENTER ENVIRONMENT
• DEMONSTRATE UNDERSTANDING OF BASIC COMPUTER TECHNOLOGY COMPETENCIES
• WORKING KNOWLEDGE OF MICROSOFT WINDOWS AND CHROMEOS OPERATING SYSTEMS
• WORKING KNOWLEDGE OF GOOGLE APPS
• Strong written communication skills

Nice To Haves

• ASSOCIATE’S DEGREE
• CompTIA A+ Certification
• WORKING KNOWLEDGE OF OKTA PLATFORM
• WORKING KNOWLEDGE OF CITRIX/CAMPUSVUE
• WORKING KNOWLEDGE OF ACTIVE DIRECTORY
• Working knowledge of Google Admin

Responsibilities

• Manage the ingress of incident/request calls and tickets using designated approved phone and ticket system solutions by following established routing and workflow procedures.
• Ensure generated incident/request tickets contain all required and necessary information, notes, and correctly assign tickets to appropriate support personnel.
• Identify, analyze, and resolve first contact issues via telephone, chat, and email, and escalate issues to Tier 2 and 3, or other support personnel when necessary.
• Work with the other Help Desk Technicians, IT Operations Technicians, and other Support Personnel when possible to gain a greater understanding and insight into the resolution of technical problems.
• Provide positive interaction with customers, peers, and leadership to ensure a pleasant and productive communication and service experience.
• Provide outstanding customer service to optimize enterprise-wide productivity.
• Build strong working relationships with fellow Help Desk Technicians, IT Operations Technicians, and other Support Personnel to ensure a high quality of service to end users.
• Be proactive: analyze situations to determine and implement permanent corrective actions
• Ability to work well with people from different disciplines with varying degrees of technical experience

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 251-500 employees