Help Desk Support I

Responsibilities for Help Desk Technician

• Manage Help Desk tickets in a timely manner

• Respond to customer issues via phone, email and computer chat and follow-up with customers to ensure issues are resolved

• Document customer interactions

• Resolve customer reported issues

• Escalate unresolved issues to the next Tier

• Install, make changes and repair computer hardware and software

• Monitor and respond quickly to incoming requests related to IT issues.

• Maintain computer systems and act as Support If any system goes down.

• Assist with onboarding and offboarding of new or outgoing users.

• Install, configure, maintain and upgrade PC software.
  

  Qualifications for Help Desk Technician

• Experience working in a Help Desk environment

• Flexibility to work a variety of shifts with minimal notice

• Must have reliable transportation

• Must be able to pass a background check

• Proficiency with Windows and IOS computers

• Excellent oral and written communication skills

• Detail oriented and highly organized to keep tickets in order

• Ability to remain calm and professional in stressful situations

• Resourcefulness and quick-thinking nature to troubleshoot new and critical technical issues as they arise.

• Motivated to learn and troubleshoot new devices and systems in a fast moving IT environment

• Understanding and appreciation for information security within systems and user devices.

• Ability to demonstrate initiative, independence and reliability to complete tasks with little or no supervision, if necessary

• Familiarity with ticketing systems, preferably Manage Engine, is not a requirement - but is a plus

• Able to complete on site work 100% of the time