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OCCUPATIONAL SUMMARY:
The Help Desk Technician provides technical support to users by researching and answering questions, troubleshooting problems, and maintaining workstation and LAN performance. Provides answers to clients by identifying problems, researching answers, and guiding clients through corrective steps.
PRIMARY DUTIES AND RESPONSIBILITIES:
- Manage & respond to help desk tickets within the preestablished timelines by service type & urgency.
- Respond to customer issues via phone, Teams, TeamViewer, or email.
- Maintain an effective ticketing system by promptly making needed changes to keep the system up-to-date.
- Troubleshooting hardware & software issues reported by the end users.
- Install, make changes, and repairs computer hardware & software.
- Analyze and identify trends in issue reporting and devising preventive solutions
- Maintain policies & procedures for the help desk operations.
- Maintain an effective monitoring system to ensure tickets are closed promptly.
- Follow-up with customers to ensure issues are resolved.
- Support the Network & Security teams.
- Other duties as assigned
EDUCATION/EXPERIENCE:
- Help Desk Certification(s); or High School Diploma
- CompTIAA+ Certification is preferred, but not required
- Microsoft Certified Professional (MCP) Certification is a plus
- 2+ years of help desk experience
- Experience with Spiceworks
SKILLS AND ABILITIES:
- Excellent interpersonal and customer service skills
- Problem-solving and critical-thinking skills
- Excellent written and verbal communication skills
- Ability to quickly diagnose and resolve technical issues
- Exceptional teamwork skills
- Ability to learn new technologies and implement them
- Ability to train end-users on systems
EQUIPMENT TO BE USED:
- Telephone
- Computer
WORKING CONDITIONS:
- Normal office environment