IT Help Desk Technician
Posted Updated
Description
- Schedule: Sunday - Thursday
- We are looking for a Help Desk Technician to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them
- The goal is to create value for clients that will help preserve the company’s reputation and business
- Serve as the first point of contact for customers seeking technical assistance
- Perform local and remote troubleshooting through diagnostic techniques and pertinent questions
- Answer help desk tickets and provide timely resolution
- Walk the customer through the problem-solving process
- Direct unresolved issues to the next level of support personnel
- Complete tasks and/or projects as assigned in downtime
- Record events and problems and their resolution in the ticketing system
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Identify and suggest possible improvements on procedures
- Manage accounts in multiple systems, including Active Directory, the Atlassian Cloud, Office 365 & others as assigned
- Procure I.T. equipment and provision based on user requirements
- Record new assets and update existing asset changes in asset management system
- Occasional after hours or holiday weekends on call
- An excellent Help Desk Technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers
- Customer-oriented with a positive attitude
- Ability to lawfully access information and technology that is subject to US export controls
- Tech savvy, good understanding of computer systems, mobile devices, and other tech products
- Jira experience preferred
- Demonstrated proficiency related to the position, including, BS/BA Degree OR Certification(s)/Certificate(s) OR Technical Program Completion OR Past Work Experience
- Ability to diagnose and resolve basic technical issues
- Willingness to tackle problems and find solutions
- Excellent communication skills
- Office 365 experience preferred