Helpdesk Technician I

Stefanini Group • Southfield, MI

19d

About The Position

The Helpdesk Technician I provides technical end-user support by telephone, email, or web chat. The role performs restorative or maintenance actions to resolve end-user problems and responds to issues according to standard procedures. The technician accurately and promptly tracks incidents and calls, including entering information into a database. The position requires shift flexibility and schedule adherence.

Requirements

• At least two completed years of college or a completed Diploma/Certificate course.
• Excellent oral and written English communication skills.
• Excellent customer service skills.
• Ability to consistently meet or exceed required performance criteria.
• Ability and willingness to handle several calls a day when necessary.
• Familiarity and good working knowledge of PC hardware and software troubleshooting.
• Shift flexibility and schedule adherence.

Nice To Haves

• A bachelor's degree or vocational coursework in IT-related subjects.
• Prior software application support experience, such as Outlook support.
• Prior BPO experience in technical support.
• Familiarity with a ticketing system.

Responsibilities

• Provide technical end-user support via telephone, email, or web chat.
• Perform restorative or maintenance actions to resolve end-user problems.
• Respond to end-user problems based on standard procedures.
• Track incidents and calls correctly, including entering data into the database timely and accurately.
• Take several calls a day when necessary.
• Meet or exceed required performance criteria.
• Adhere to assigned schedules and demonstrate shift flexibility.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree