The purpose of the Help Desk Technician is to provide superior customer service to all users. These issues must be dealt with in a professional and efficient manner at all times. There may also be the requirement to deal with 3rd party suppliers in the support of some hardware and software.
Your Primary Responsibilities
- Make effective us of all tools including logging software, remote control tools and knowledge banks
- Record and close tickets in Help Desk Application
- Remotely troubleshoot local and networked printers
- Identify and resolve hardware and software application conflicts
- Familiar with network configurations: LAN, WAN, wireless, VPN, etc.
- Adhere to all IT processes and documenting procedures
- Use knowledge based system and other tools to deliver technical support solutions
- Provide customer with logical trouble shooting to resolve operation issues
- Additional duties as required
Your Skillset
- Deep proven working knowledge of multiple hardware platforms and operating
- Ability to analyze, diagnose and resolve reported problems on hardware, software, operating systems, applications and device compatibility
- Excellent computer skills
- Excellent phone skills
- Ability to retain detailed information needed to solve complex problems
- Good organizational skills and the ability to multitask
- Adaptive to varying customer knowledge and skill levels
Other Requirements
- Willingness to learn
- Must have excellent verbal and written communication
- Technology related Associates degree or 4 year degree preferred