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 incoming tickets.
Respond to and resolve HelpDesk tickets and calls in a timely manner per predefined SLA’s.
Escalate tickets unable to be resolved to senior members of the team.
Perform remote assistance and technical troubleshooting
Execute problem solving workflow for new and unfamiliar tickets.
Administer copier, phone, badge/fob, printer, and computer requests as needed.
Troubleshoot and resolve/escalate O365 administration and network/infrastructure tickets.
Provide on-site support for customer tickets and issues as needed.
Be available for project implementation and support, as assigned by supervisor or project team.
Place orders for customer and company equipment utilizing defined workflows and documentation.
Document new solutions to problems and cross train team members.
Respond to company communication in a timely manner, included but not limited to Emails, Teams, etc.
Available for after-hour projects and maintenance as required by supervisor.
Able to work in close collaboration with support team members.
Available to serve one-week rotations of on-call hours on HelpDesk, which covers 5 PM-10 PM on weekdays, 8 AM-10 PM on Saturdays, and 12 PM-5 PM on Sundays, excluding employees that are enrolled in school.
Minimum of 4 weeks travel time as requested by supervisor.
Ability 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 hold phone conversations and clearly articulate in a professional manner.
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, software and data processing techniques.
Ability 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.
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