Helpdesk Technician I

IMA Financial Group•Wichita, KS

3d•Hybrid

About The Position

This role is responsible for supporting and demonstrating IMA’s core values, including a commitment to diversity, equity, and inclusion. The Helpdesk Technician I will manage assigned Help Desk tickets and the Help Desk Queue to ensure incidents are resolved according to Service Level Agreements (SLAs). This position involves responding to customer issues via phone, email, and computer chat, providing customer assistance, documenting interactions, and escalating complex issues to the next tier. The role also requires following up with customers to ensure resolution and troubleshooting end-user desktop/hardware, operating system, and application problems, with a specific focus on supporting Microsoft Office 365 applications.

Requirements

1-2 years' experience working in help desk roles required.
Excellent oral, presentation, analytical and written communication skills required.
Exceptional focus on customer service required.

Nice To Haves

Associate degree preferred or 1-2 years’ equivalent work experience in computer technology-related fields required.
CompTIA A+ Certification or demonstrated equivalent work experience or certification preferred.
1-2 years’ current Microsoft desktop operating system, mail client and applications experience preferred.

Responsibilities

Manage assigned Help Desk tickets as well as Help Deck Queue to make sure incidents are dispatched or resolved according to SLAs.
Respond to customer issues via phone, email and computer chat.
Provide customer assistance.
Document customer interactions.
Escalate issues to the next Tier with next level of difficulty.
Follow-up with customers to ensure issues are resolved.
Troubleshoot and triage end user desktop/hardware, operating system, and application problems.
Support the use and functionality of Microsoft Office 365 applications.