Help Desk Technician
HADLEY PRODUCTS LLC•Grand Rapids, MI
•Onsite
About The Position
Provide excellent 1st level support for all users utilizing the tools and technologies available.
Requirements
- Proven experience with Customer support and interaction with different technology platforms and personal contact
- Tech savvy with working knowledge of Microsoft Office products.
- Good understanding of computer systems, mobile devices and other technology products.
- Ability to diagnose and resolve basic technical issues.
- Excellent communication and documentation skills
- People-oriented and even-tempered
- Self-Driven and works efficiently with limited direction
- Ambition for learning and expansion of skillset
Responsibilities
- Serve as the first point of contact for users seeking technical assistance over all platforms of communication.
- Assist with new employee onboarding/offboarding, changes, and/or moves.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions.
- Determine the best course of action based on the issue and details provided by users.
- Patiently instruct the user through the problem-solving process.
- Escalate unresolved issues to the next level of appropriate support personnel.
- Create accurate documentation on provided IT products or services.
- Record detailed notes of incident communications and their resolutions.
- Constant attention to continuous improvement ideas.
- Travel approximately 15%
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
251-500 employees
