Internal Only Help Desk Technician (Atx Only)

Help Desk Technician

Job brief

We are looking for an energetic Help Desk Technician to provide fast and helpful technical assistance on technology systems to our teammates. You will respond to queries on basic technical issues, isolate problems, and determine and implement solutions.

A Help Desk Technician must have solid logical thinking, good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be people-oriented and patient to deal with difficult situations.

The goal is to enable our teammates to perform their responsibilities in an efficient and timely manner, helping preserve our company’s reputation and business.

Responsibilities

• Serve as the first point of contact for teammates seeking technical assistance via email/ticketing
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by teammates
• Walk the teammates through the problem-solving process
• Train teammates on basic usage and create related documentation
• Direct unresolved issues to the next level of support
• Provide accurate information on IT products or services
• Offer technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, and software.
• Record events and problems and their resolution in Help Desk system
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by team members to the appropriate internal team
• Identify and suggest possible improvements on processes and procedures
• Perform any and all other project related tasks as determined by management

Requirements

• Proven experience as a Help Desk Technician or other customer support role
• Tech savvy with working knowledge of office automation products, utilities and systems
• Ability to diagnose and resolve basic technical issues
• Good understanding of computer systems, mobile devices and other tech products
• Proficiency with Mac OS and iOS devices
• Detail oriented in all aspects of their work
• Excellent problem-solving, analytical, and team-working skills.
• Eagerness to learning new technologies and the ability to process new information quickly
• Proficiency in English
• Excellent communication skills
• Customer-oriented and cool-tempered

Additional Rewards

• Salaried position: $37,500
• Generous PTO + Holiday Time Off
• Health insurance coverage + Health Savings Accounts for tax-free benefits on childcare + medical expenses
• 401k Retirement Plans with company matching
• Full benefits covered up to 90%
• Student Loan Repayment w. Employer Contributions
• Continuous training and growth opportunities
• Tuition Discounts at our ABC University Partners

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