IT Help Desk Technician

De Novo HRConsulting & Business Advisory•Fife, WA

1d•Onsite

About The Position

Our client is a managed services IT company that offers an array of comprehensive services—from creating a custom IT solution for businesses to implementation of that solution, and everything in between. They are problem solvers; offering strategies and solutions to guarantee that systems are operating optimally. The IT Help Desk / Field Technician is responsible for providing technical support and troubleshooting in a Help Desk environment. This role fields incoming phone calls and emails from clients and triages technical issues based upon the severity level & overall business impact. This is not a remote position.

Requirements

Proven experience in a Help Desk Environment.
Understanding of computer networks, computer hardware, and windows environment.
Active listener with the ability to communicate efficiently both verbally and in writing in a professional and reassuring manner.
Exceptional organizational skills with the ability to prioritize and manage multiple projects simultaneously.
Ability to quickly analyze problems using deductive logic.
Must have a valid driver’s license and reliable transportation.

Nice To Haves

Autotask experience a plus.
A+ Certification in progress or completed preferred but not required.
Server and Cloud experience preferred.

Responsibilities

Deliver impeccable customer service while working with customers to troubleshoot break/fix issues in a help desk environment.
Document customer claims, open cases, and resolve any escalated tickets based on the Service Agreement.
Effectively resolve basic fixes in a Windows & Microsoft environment.
Focus on a customer’s problem at hand and filter relevant details for troubleshooting to resolve cases.
Adhere to all troubleshooting steps and implement tried and true customer handling scripts.
Meet or exceed case resolution goals based on the Service Agreement with the client.
Accurately and efficiently document clearly written steps taken to resolve cases.
Troubleshoot & perform basic fixes in Windows & Microsoft environments.
Verify users, create temporary passwords, and reset passwords.
Exercise in-person customer service skills.
Manage and monitor tickets from East Coast location during downtime.