Helpdesk Technician

Job description

IT Helpdesk Job Description:

Seeking a savvy Level I/II Helpdesk Support Specialist to assist in supporting the continued growth and development of Company’s Information Technology department.

The purpose of the helpdesk support specialist role is to provide a pleasant and successful end-user experience to our internal customers with regard to their support needs. You’ll team up with all areas of the business to appropriately record, investigate, escalate as necessary, and ultimately resolve issues on behalf of internal end-users.

The ideal candidate will bring 3 to 5 years of desktop support experience in an Enterprise environment to our team. Strong people skills are required as you will be the face of IT for our internal customers. You will be responsible for helping resolve technical issues in a timely manner.

Job Description/Responsibilities:

•  Serve as initial point of contact for telephone and e-mail inquiries for internal applications, hardware, printers and remote technology.

•  Manage, resolve, and/or escalate all incoming phone calls, emails, and tickets received while maintaining the highest degree of professionalism and service.

•  Document, troubleshoot, and resolve issues within ticketing system.

•  Determine severity of issues and prioritize resolution.

• Provide phone, email, desktop and remote desktop support.

• Provide prompt and courteous customer service to a diverse client base.

• Following up on any outstanding issues with customers regarding status and closure of incidents/requests.

• Document procedures, FAQs, and inventory of assets.

• Troubleshoot and resolve all hardware, software and network problems.

• Escalate issues to as appropriate to higher level specialists.

• Manage user accounts, software updates and password resets.

• Build/fix/repair PC equipment.

• Remain calm during all circumstances in order to offer the best, efficient service.

• Advise and mentor less experienced team members.

• Interview new team member candidates.

Qualifications:

Associate's degree or higher with at least 1 to 4 years of Corporate Help Desk experience, or the equivalent combination of education and/or experience. Strong working knowledge of core applications and experience in supporting:

•         Windows 7/8/8.1,Windows 7, 8, 8.1

•         Microsoft Office 97/2007/2010/2013

•         PC hardware, Remote Support and VPN

•         Microsoft Exchange

•         Windows Server knowledge

•         SQL experience

•         Internet Explorer, Firefox, Chrome, Safari

•         Apple products including iMac, iPhone, iPad and mobile phone knowledge

•         PC hardware knowledge

•         Ability to provide remote and phone support

•         Able to lift heavy equipment up to and can exceed 50 pounds

Additional Experience Preferred:

•   Experience with Helpdesk ticket tracking software and knowledge of remote desktop support tools for virtual support.

•   Experience installing, repairing and configuring laptops, personal computers, desktops, printers, and peripherals.

•   Experience in troubleshooting software and hardware.

•   Excellent problem-solving, communication and interpersonal skills.

•   Ability to prioritize and organize work to meet defined SLA's.

•   Any mobile phone support experience is required.

•   Excellent diagnostic and troubleshooting skills.

•   Knowledge of troubleshooting network connections and devices.