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