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Form of workJob Description
Help Desk Technician
Responsibilities:
* Provide timely and effective technical support to clients via phone, email, or remote assistance tools.
* Troubleshoot hardware, software, and network issues, and escalate complex problems to senior technicians when necessary.
* Document all support interactions, resolutions, and procedures accurately in the ticketing system.
* Assist clients with software installations, updates, and configurations.
* Perform proactive monitoring of client systems to identify and address potential issues before they escalate.
* Collaborate with internal teams to ensure timely resolution of client issues and maintain high levels of customer satisfaction.
* Continuously expand technical knowledge and stay updated on industry trends and best practices.
Requirements:
* Strong customer service orientation with excellent communication and interpersonal skills.
* Bachelor"s degree in a computing-related field preferred.
* Proficiency in troubleshooting Windows and Mac operating systems.
* Familiarity with Active Directory, Office 365, Fortinet, Datto, Kaseya VSA and other common business and MSP applications.
* Basic understanding of networking concepts such as TCP/IP, DNS, DHCP.
* Ability to prioritize and manage multiple tasks in a fast-paced environment.
* Experience working in a Help Desk or technical support role is preferred.
* IT certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are a plus.
Responsibilities:
* Provide timely and effective technical support to clients via phone, email, or remote assistance tools.
* Troubleshoot hardware, software, and network issues, and escalate complex problems to senior technicians when necessary.
* Document all support interactions, resolutions, and procedures accurately in the ticketing system.
* Assist clients with software installations, updates, and configurations.
* Perform proactive monitoring of client systems to identify and address potential issues before they escalate.
* Collaborate with internal teams to ensure timely resolution of client issues and maintain high levels of customer satisfaction.
* Continuously expand technical knowledge and stay updated on industry trends and best practices.
Requirements:
* Strong customer service orientation with excellent communication and interpersonal skills.
* Bachelor"s degree in a computing-related field preferred.
* Proficiency in troubleshooting Windows and Mac operating systems.
* Familiarity with Active Directory, Office 365, Fortinet, Datto, Kaseya VSA and other common business and MSP applications.
* Basic understanding of networking concepts such as TCP/IP, DNS, DHCP.
* Ability to prioritize and manage multiple tasks in a fast-paced environment.
* Experience working in a Help Desk or technical support role is preferred.
* IT certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are a plus.
