Help Desk Technician

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 Help Desk 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 Help Desk, 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.

Qualifications

• 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.

Education and Experience

• 6-8 Months Technical Experience
• CompTIA A+, Net+