Description
The primary purpose of the Help Desk Technician is to respond to and resolve help desk tickets in a timely and professional manner.
Essential Duties and Responsibilities
- Monitor help desk ticket system for new incoming tickets.
- Respond to the help desk tickets and calls in a timely manner per predefined SLA’s.
- Escalate tier 2 tickets to senior members of the team if resolution is not possible per predefined SLA’s.
- Available for after hour projects and maintenance as required.
- Resolve tier 1 tickets within predefined SLAs.
- Administer copiers, phones, badges/fobs, printers, and computers as needed.
- Respond to company communication in a timely manner, included but not limited to Emails, Teams, etc.
- Execute problem solving workflow for new and unfamiliar tickets.
- Must be available to serve on company on-call one-week rotation, which covers 5pm to 10pm on weekdays, 8am-10pm Saturday and 12pm to 5pm Sunday, excluding employees that are enrolled in school.
- Minimum of 4 weeks travel time.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Able to read, write, speak and understand the English language.
- Ability to make independent decisions when circumstances warrant such actions.
- Ability to deal tactfully with various personalities
- Ability to work under pressure
- Ability to work harmoniously with professional and non-professional personnel.
- Ability to plan, organize, develop, implement, and interpret the programs, goals, objectives, policies and procedures, etc., that are necessary for providing excellent customer service, computer and data processing techniques.
- Able to understand and carry out oral instructions
- Ability to seek out new methods and principles and be willing to incorporate them into existing practices.
- Have working knowledge of computers, data entry, output, etc.
- Must possess exceptional communication and interpersonal skills
Education and Experience – Preferred
- 6- 8 Months HelpDesk Experience
- Experience in Active Directory
- CompTIA A+, Net+
- Computer Skills: Have working knowledge of Computer Hardware, Windows OS, iOS/Android, and basic networking fundamentals.
- Able to obtain the CompTIA A+ Certification within 90 days of hire.
