Helpdesk Technician (Hybrid)

The Helpdesk Technician is responsible for the technical support, assisting end users with their day-to-day technical duties and issues. A competent Helpdesk Technician will provide fast and useful technical resolutions to support requests and reported incidents. They will answer queries on basic technical issues and offer to solve them.

An excellent Helpdesk Technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult users.  Must be focused on working with a team and coordinating with team members to solve complex issues.

Responsibilities:  

• Serve as the first point of contact for users (Tier 1) seeking technical assistance.
• Communicate with users over the phone, via email and through the ticketing system.
• Perform remote troubleshooting of hardware and software through diagnostic techniques and asking pertinent questions.
• Identify the correct solutions to incidents based on the issue and details provided by the user.
• Triage and prioritize helpdesk support requests.
• Work on multiple systems from different business units.
• Escalate unresolved issues to the next level of support personnel (Tier 2).
• Update helpdesk tickets with all relevant information including problem descriptions, work performed, user communications and final resolutions.
• Identify and suggest possible improvements to helpdesk policies and procedures.
• Be able to build documentation/SOP’s as needed
• Setup new user workstations for both remote and in-person staff
• 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.
• Zendesk ticket system experience preferred but not required.
• Azure, Office 365, Exchange online, Windows 10 experience
• Ability 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.