Help Desk Technician

Help Desk Technician

Southworth Products Corp. | Manila, AR

Description
Southworth currently has an opportunity for a full-time Help Desk Technician on our IT Team to work in a fast paced and challenging IT environment providing support for our internal customers. The IT team is part of a growing international business with several offices in the US, Asia and Europe. This opportunity would provide IT support services for the US operations.

As a Help Desk Technician, provide end-user support for a variety of technical issues including identifying, recording, researching, and resolving technical problems; from initial diagnosis, to troubleshooting through to escalation and/or closure. We encourage all IT team members to contribute to the evolution of technology and its positive impact on our internal customers. We also have many opportunities to learn new systems and technologies.

Major job duties include:

• Evaluate incoming requests for assistance, identifying affected users and systems.
• Prioritize tickets for resolution, adjusting priorities as appropriate.
• Work to support SLA goals for service tickets and requests.
• Communicate with end-users regarding the status of open incidents and follow-up once the issue is resolved.
• Document each trouble ticket as part of building an internal KB for future reference.
• Coordinate internal and/or external resources to resolve an incident.
• Act as a customer advocate to escalate issues as needed.
• Onboarding and offboarding users.
• Configuring and maintaining end user hardware setups and inventory.

Job Requirements:

• • At least 1-3 years of work experience providing support for: desktop hardware and software applications, networking, printing, and supporting a variety of applications and systems.
  • Experience working in a ticket queue system, including ticket management and strong documentation skills.
  • Experience supporting the Microsoft Office 365 suite.
• Demonstrated understanding of networking technologies.
• Strong communication and customer service skills are critical to success in this position.
• Excellent critical thinking, analytical and troubleshooting skills.
• Knowledgeable working in a hybrid Active Directory network environment.
• Flexible and adaptable to learning and supporting new systems.

Benefits
As a full-time position, Southworth offers competitive wages and benefits package with opportunities for career growth.
Education

A high school diploma or equivalent is required. Network+ and A+ certifications are preferred. A 2-year degree in a technical program is preferred.