IT Helpdesk Technician

AEG Vision • Addison, TX

64d

About The Position

The IT Helpdesk person will work with the IT Help Desk team, lead, and manager to handle various types of IT helpdesk support requests. This role involves fielding incoming help requests from end users via a ticketing system and assisting them in a respectful manner. The IT Helpdesk person will document all pertinent information including decisions made, actions taken, and confirmation of successful results. Maintaining excellent customer service over the phone, helpdesk, chat systems, or email is crucial. The position also serves as a ticket escalation resource for tier 1/2 IT support requests, involves diagnostic and repair of supported hardware and software, and requires identifying and learning appropriate software and hardware used and supported by the organization. Additionally, the role includes performing post-resolution follow-ups to help requests, maintaining help sheets and knowledge base articles for end users, and assisting with the maintenance of local site IT systems documentation.

Requirements

• High school degree or GED with 2 or more years of relevant experience
• Higher education may substitute for relevant experience
• Relevant experience may be considered in lieu of required education
• Strong track record of achievement in distributed multi-location environments
• Project and task prioritization and overall excellent time management skills
• Superb verbal and written communication skills to work with both internal and external customers
• Exceptional problem solving and analytical skills
• Ability and desire to stay motivated while working in a fast-paced environment
• Ability to work cross-functionally to resolve technical, procedural, and operational issues
• Courteous, polite, and professional demeanor
• Self-starter and self-managed
• Strong documentation skills

Responsibilities

• Field incoming help requests from end users via ticketing system and assist in a respectful manner
• Document all pertinent information including all decisions made, actions taken, and confirmation of a successful result
• Maintain excellent customer service over the phone, helpdesk, chat systems, or email
• Act as a ticket escalation resource tier 1/2 for all types of IT support requests
• Perform diagnostic and repair of supported hardware and software
• Identify and learn appropriate software and hardware used and supported by the organization
• Perform post-resolution follow-ups to help requests
• Maintain help sheets and knowledge base articles for end users
• Assist with maintenance of local site IT systems documentation

Benefits

• 401(k) with Match
• Medical/Dental/Life/STD/LTD
• Vision Service Plan
• Employee Vision Discount Program
• HSA/FSA
• PTO
• Paid Holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees