IT/Helpdesk Support Technician
About The Position
Responsible for being the primary point of contact for customers to report Service Requests, Incidents, and other communications to the IT Department. Responsible for obtaining required information from service requesters, querying clients to ensure accurate product identification, and logging the information into the Help Desk/Call Management system. Primarily interfaces with clients, service delivery units, immediate management and other team members to ensure an accurate service request is routed/assigned to the appropriate service provider. Responsible for providing the first-line of telephone technical support of hardware, systems, sub-systems and/or applications for customers and/or employees. Answers basic questions about installation, operation, configuration, customization, and usage of assigned products. Behavioral Criteria: Applies basic diagnostic techniques from KnowledgeBase to identify problems, investigate causes and recommend solutions to correct common failures. Follow established procedures for all IT Communications as established for the Service Center. Escalates complex problems to the appropriate Group within organization.
Requirements
- Minimum: High School Diploma or Equivalent Preferred: Associate degree in Computer Technology or a related field.
- One year experience working in a customer service/support environment.
- Qualified candidates must provide a seven (7) year driving record from the Department of Motor Vehicles with no more than six (6) points and no indication of poor driving habits.
- The qualified candidate must be at least 21 years of age.
Nice To Haves
- Associate degree in Computer Technology or a related field.
Responsibilities
- primary point of contact for customers to report Service Requests, Incidents, and other communications to the IT Department
- obtaining required information from service requesters
- querying clients to ensure accurate product identification
- logging the information into the Help Desk/Call Management system
- interfaces with clients, service delivery units, immediate management and other team members to ensure an accurate service request is routed/assigned to the appropriate service provider
- providing the first-line of telephone technical support of hardware, systems, sub-systems and/or applications for customers and/or employees
- Answers basic questions about installation, operation, configuration, customization, and usage of assigned products
- Applies basic diagnostic techniques from KnowledgeBase to identify problems, investigate causes and recommend solutions to correct common failures
- Follow established procedures for all IT Communications as established for the Service Center
- Escalates complex problems to the appropriate Group within organization
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
