The Help Desk Technician will be primarily responsible for assisting in the troubleshooting of IT tickets.
What a Help Desk Technician does daily:
- Tracks and monitors support issues to ensure a timely resolution and that all issues are resolved to the end user's satisfaction
- First point of contact for all service requests for technical support in a Microsoft Remote Desktop environment
- Provide support for Windows 10 Laptop/Desktop Operating Systems
- Identify, research, and resolve technical problems within technical abilities. Expected to use company ticketing system, knowledgebase, and internet for research
- Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution
- Achieves computer system objectives by gathering pertinent data; identifying and evaluating options; recommending a course of action.
- Analyze and resolve problems with core business applications
- Manage inventory of all stock items (paper, forms, PCs, PC parts, peripherals, etc)
Additional Responsibilities:
- Carries out duties assigned System Administrators or Director of Information Technology as required.
Education and Experience:
- Abilities in Root Cause Analysis and troubleshooting experience with ability to problem solve on the fly
Knowledge, Skills and Abilities:
- Experience with all Microsoft Standard Applications/Operating Systems
- Office 365 support and administration
- Knowledge of Active Directory administration including account creation, group member administration, and computer management
- Excellent troubleshooting skills
- Excellent Customer Service & interpersonal skills
- Excellent verbal and written communication skills
- Self-starter with detail oriented work habits
- Able to maintain confidentiality
- Display professional demeanor
Physical Requirements:
- Sitting for long periods of time, walking, finger dexterity, feeling, repetitive motions, and talking, hearing and visual activity.
- Occasional lifting (up to 20 pounds).
Working Conditions:
- Normal office environment. This role routinely uses standard office equipment such as computers, phones, and copier/printer/scanners.