IT Help Desk Technician

RTA Group•Dedham, MA

10d

About The Position

Seeking a user -focused Help Desk Specialist to join our team. As the first point of contact for end user issues, you will provide efficient and effective support. Your responsibilities include triaging and troubleshooting problems, resolving issues, escalating issues where needed and ensuring timely solutions to maintain a smooth technology experience.

Requirements

A strong work ethic coupled with a curious mind, a willingness to learn and a desire for growth in the IT field
Strong written and verbal communication skills
1 – 2 years of IT experience (Helpdesk, Asset Management, and/or Infrastructure)
Experience working within a ticketing system (Zendesk, Servicenow, Jira, etc)
Experience with Microsoft O365

Responsibilities

Monitor inbound help desk tickets through various channels (phone, email, chat).
Initial triage and troubleshooting of incidents
Resolve basic PC, smartphone, tablet, printer and access related issues
Escalate complex system, network or hardware related issues to the appropriate team member
Properly tag and classify tickets to drive accurate reporting
Follow up on closed tickets to ensure customer satisfaction
Analyze closed tickets to determine common themes
Draft and publish knowledge base articles to address common requests and/or issues
Shadow IT Asset Management, Network, Infrastructure and security teams as time allows to build additional skills to aid in troubleshooting