Helpdesk Support Technician

TEKsystems•Boulder City, NV

1d•$18 - $19•Onsite

About The Position

The Helpdesk Support Technician will be responsible for fielding incoming help requests from end users via telephone and email. This role involves documenting user information, eliciting incident details, assessing severity, and assigning or escalating issues. The technician will record, track, and document the problem-solving process through to resolution, applying diagnostic utilities and identifying appropriate software and hardware. Responsibilities also include performing post-resolution follow-ups, developing user guides, providing support and training, and assisting with system monitoring procedures. Additionally, the role involves provisioning and deprovisioning user accounts, systems, applications, and network access, as well as performing regular security and compliance audits for user accounts.

Requirements

At least 1 years in troubleshooting / help desk
Fundamental knowledge of computer workstation hardware, networking principles, business applications, and peripheral devices
Experience administering users and computers in a complex enterprise environment
Able to read and understand technical manuals and procedural documentation
Strong written and oral communication skills
CUSTOMER SERVICE is a MUST

Nice To Haves

Microsoft certifications are highly preferred

Responsibilities

Field incoming help requests from end users via both telephone and e-mail
Document all end user identification information, including name, department, contact information, and nature of problem or issue.
Build rapport and elicit incident details from end users.
Assess severity of issues and categorize and assign accordingly. Route severe incidents to Tier 2
Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
Apply diagnostic utilities to aid in troubleshooting.
Identify and learn appropriate software and hardware used and supported by the organization.
Perform post-resolution follow-ups to help requests.
Develop help sheets and frequently asked questions lists for end users.
Provide support and training to all end users on computer workstation operation, setup, configuration and other issues.
Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring computer workstation performance.
Provision and deprovision of user accounts, systems, applications and network access.
Complete regular reviews of system users to ensure users are authorized and provisioned properly.
Perform routine security audits & other compliance audits for all provisioned user accounts.