Entry Level Help Desk Support Technician (On Site)

POSITION SUMMARY:

The Help Desk Technician assists employees who are experiencing any operating difficulty with the use of IT applications, products, or services. As the first point of contact for employees seeking technical assistance coming from phone calls and the IT Ticketing system, the Help Desk Technician is responsible for ensuring that an effective solution is provided to the employee. This candidate would be physically in the office 5 days a week.

Job Summary and Mission:

• Provide world-class customer support while acting as a first point of contact within the Help Desk for information systems user problems.
• Primary tasks will be password resets, user setups, account terminations, software installation and troubleshooting, and initial log-in issues
• Answer inbound calls, chats and emails in a professional manner that adheres to company and departmental policies.

Summary of Key Responsibilities:

• Assist in identifying trends in continuing hardware, software or systems problems.
• Document user problems, resolution, and new solutions for future reference using tools and resources.
• Maintain regular and consistent attendance and punctuality.
• Perform first-level core troubleshooting on hardware/software systems problems; answers questions, provides technical solutions, and follows up to assist users in solving their information systems problems in a continuous user-support environment.
• Refers user problems to Management, senior analysts or other support groups within Information Technology as necessary when additional assistance is required for resolution.
• Follow up on all tickets in a timely manner and pursues issues through to resolution.

Summary of Experience:

• Help desk or customer support environment supporting various hardware, software and personal computer tools.
• Requires experience using ticketing systems and writing technical support reports and documentation.
• Problem management and knowledge base tools.
• Active Directory / Azure experience.
• Must possess broad knowledge and proficiency with popular operating systems, application software, desktop and laptop computers, printers and networks.
• Call Center- Customer Service.

Required Knowledge, Skills and Abilities:

• Ability to communicate clearly and concisely, both orally and in writing.
• Ability to handle multiple tasks.
• Ability to work in a fast-paced and changing environment.
• Ability to work as part of a team.
• Ability to deliver customer service to users with various levels of computer knowledge.
• Ability to work with users of various levels of computer knowledge.
• Strong technical aptitude and troubleshooting skills.
• Resourceful for finding solutions independently for new/unknown issues or only needs minimal assistance to find a resolution.
• Willing and able to work some evening and weekends.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Work Location: In person

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