Help Desk Technician

Job Summary:

A client in the St. Louis area is seeking a Level 1 Help Desk resource to join their team. This person will serve as one of the main technicians in the Saint Louis corporate office and interface with executive leadership and have a direct impact on associate satisfaction. Candidates should have a demonstrated ability to work independently with little supervision and possess a high level of customer service, integrity, and technical skills. Excellent written and oral communication skills are also crucial, as well as being able to work with technical, non-technical, and executive staff.

Support Role Responsibilities

• -Answer all incoming calls and creating a ticket by documenting the reported issue and all prominent details.
• -Troubleshoot and provide IT support remotely Microsoft’s core business applications and operating systems.
• -Provide basic technical support at the network level: WAN and LAN connectivity, switches, and all connected peripheral devices.
• -Independently resolve most issues with Windows 10 and network printers.
• -Provide basic support for end users with our remote access solution, Ivanti Neurons.
• -Enter detailed notes about what was done and all system changes in our ticketing system (ServiceNow) and documentation system (Fetch Knowledge Base Articles).
• -Communications with customers on-daily basis: keeping them informed of incident progress, notifying them of impending changes, and setting appropriate expectations for resolution times.
• -Provide friendly, professional support via phone, email, in-person and through our ticketing system.
• -Complete daily function checks for conference rooms and board room IT equipment
• -Collaborate with vendors to resolve issues as necessary.
• -Provide support to associates on new technology implementations.
• -Learn new technologies and participate in on the job training.
• -Improve customer service, perception, and satisfaction.
• -Escalate service requests that require Systems Engineer level support.

Qualifications

• 2+ years of recent experience troubleshooting various technology and user experiences
• Experience in the MS Office suite such as Office 365, Azure admin portal
• Strong knowledge of Windows 10
• Understanding of domains, user profiles and how they work
• Strong analytical skills
• Self-motivated and high level of enthusiasm
• Take a personal interest in, and responsibility for quality of work performed
• Ability to pay close attention to detail while dealing with a robust flow of issues
• Ability to articulate technical information clearly and simply to non-technical people