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The Help Desk Support Technician will primarily offer technical support to internal customers, with occasional interactions with external customers. As the initial point of contact, they will provide solutions to common issues, determine the right escalation paths, and ensure excellent customer service.
Responsibilities
- Manage Help Desk tickets efficiently.
- Address issues from internal and external customers via phone, email, and computer chat.
- Thoroughly document customer interactions.
- Conduct diagnostics to resolve reported problems.
- Escalate unresolved issues to System Administrators, Application Specialists, or Engineering teams as appropriate.
- Install, modify, and repair computer hardware and software on desktops, tablets, and laptops.
- Ensure all customer issues are resolved satisfactorily.
- Monitor the IT Helpdesk, ensuring requests are addressed promptly and according to SLA.
- Aid in the onboarding process for new users.
- Set up and deploy PCs for new employees, using standard tools and software.
- Assign users and computers to appropriate groups in Active Directory.
- Stay updated on workstation hardware and software upgrades.
- Complete security training and adhere to all security protocols.
- Collaborate with a larger team, including other Helpdesk members, System Administrators, and Application Specialists.
- Other tasks as assigned by management.
Qualifications
- Associate degree or certification in IT or Electronics.
- Strong problem-solving and analytical capabilities.
- Excellent oral communication and customer service skills.
- Detail-oriented, with a focus on accurate and timely documentation.
- Openness to learning and adapting to new technologies.
- Flexibility to work varied shifts occasionally including weekends and travel to other locations as needed.
Work Experience
- Minimum of 2 years in a help desk/support role.
- Familiarity with computer systems, hardware, and software including Microsoft Office Suite.
- Experience with ticketing systems, with Manage Engine Service Desk being a plus.
- Ability to diagnose and fix basic computer technical issues.
- Organizational skills, particularly in managing Helpdesk tickets.
