Helpdesk Technician

The Helpdesk Technician is responsible for technical support, assisting end users with their day-to-day technical duties and issues.

Responsibilities:

Serve as the first point of contact for users (Tier 1) seeking technical assistance over the phone, email, and ticketing system.Perform remote troubleshooting through diagnostic techniques and pertinent questions.Determine the best solution based on the issue and details provided by the user.Triage and prioritize helpdesk support requests.Work on multiple systems from different company departments.Direct unresolved issues to the next level of support personnel (Tier 2).Record events and problems and their resolution in helpdesk tickets.Identify and suggest possible improvements on helpdesk policies and procedures.Assist the IT department as needed.

Qualifications:

2-year degree in computer science or similar experience.Proven experience as a Helpdesk Technician or other IT support role.Tech savvy with working knowledge of office automation products, databases and remote-control tools.Jira ticket system experience preferred but not required.Azure, Office 365, Exchange online, Windows 10 experienceAbility to diagnose and resolve basic to mid-level technical issues.Good understanding of computer systems, mobile devices, and other tech products.Excellent verbal and written communication skills.Solution orientation to problem resolution and process improvement.Thorough knowledge of desktop and business/technical support systems.