Customer Help Desk Technician

About us

Advanced Brain Technologies (ABT) is a leading neurotechnology company based in Centerville, Utah. We specialize in developing innovative brain-based products and educational certification courses that promote optimal brain health and functioning.

We are looking for a Customer Help Desk Technician to provide front-line technical support to our staff and customers. This role involves addressing a wide range of technical issues, ensuring a seamless experience by delivering efficient solutions. The ideal candidate will have strong problem-solving skills and be dedicated to delivering excellent customer service.

Our work environment includes:

• Modern office setting
• Growth opportunities
• Wellness programs

Duties and Responsibilities:

Customer Technical Support:

• Respond to customer inquiries via phone, email, and chat, providing solutions to technical issues.
• Diagnose and resolve technical hardware and software problems for external customers.

Internal Technical Support:

• Assist internal staff with IT-related problems, offering solutions and guidance.
• Support both in-office and remote team members with their technical needs.
• Set up and maintain user accounts and workstations.

Issue Resolution:

• Address routine IT issues, including password resets, software installations, and device troubleshooting.

Documentation and Knowledge Base Maintenance:

• Document all interactions, incidents, and resolutions in the Help Desk ticketing system.
• Update and maintain the internal knowledge base for troubleshooting documentation.

Performance Monitoring:

• Monitor and respond to tickets in a timely manner.
• Track and analyze trends in Help Desk requests to improve service and user experience.

Qualifications:

• Experience in a Help Desk or technical support role.
• Strong problem-solving and communication skills.
• Ability to provide clear instructions to non-technical users.
• Versatile in handling various technical issues and prioritizing customer satisfaction.
• Understanding different computer systems, software applications, and external devices.
• High school diploma or equivalent; higher education or certifications in IT, computer science, or related field is a plus.

We invite you to apply if you are passionate about helping people improve their lives and appreciate diversity, collaboration, and a healthy work-life balance. Our inclusive culture values and supports every team member, promoting personal growth and continuous learning. Our company is dedicated to ethical business practices and open communication, promoting a respectful and supportive work environment.

Job Type: Full-time

Pay: $22.00 - $25.00 per hour

Expected hours: 40 per week

Benefits:

• Employee discount
• Paid time off
• Professional development assistance

Experience level:

• 2 years

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• On call

Experience:

• Customer Service: 2 years (Required)
• Help desk: 2 years (Required)
• Google Suite: 2 years (Required)

Work Location: In person