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Information Technology (IT) Help Desk Technician

companyA-C-T Environmental & Infrastructure
locationBartow, FL, USA
PublishedPublished: 6/14/2022
Full Time

Job Description

JOB SUMMARY:

The Information Technology (IT) Help Desk Technician will assist our internal stakeholders with questions and problems concerning computer systems, hardware, and software issues. The technician will work with employees both remotely and in person, guiding them through systems configurations and troubleshooting, while aiming to resolve issues with efficiency. They will serve as the first point of contact for employees seeking technical assistance in-person, via email, online chats, or over the phone. The technician will assist with performing remote troubleshooting through diagnostic techniques and pertinent questions to determine the best solution based on the use and details provided by the employee.

DUTIES & RESPONSIBILITIES:

  • Provides quick and effective assistance with information technology systems.
  • Listen attentively to employees’ questions and concerns and offer optimal solutions.
  • Respond to all tech inquiries via email, online chats, over the phone, or in person in a professional and respectful manner.
  • Provides problem resolution, reassigning or escalating advanced inquiries to appropriate technician or staff.
  • Works with support technicians to provide stakeholders with superior service.
  • Communicate effectively about IT products and services.
  • Walk employees step-by-step through the IT problem-solving process with patience.
  • Records data required to analyze problems and track them to final solution.
  • Prepares and presents reports related to IT problems and help desk activity for management review and action.
  • Follow-up with employees to ensure satisfactory service.
  • Performs all other related duties as assigned.
  • Maintaining all A-C-T software systems are kept up to date with all required IT information.
  • Maintaining cell phones for issuance and updating.

REQUIRED SKILLS & ABILITIES:

  • Excellent problem-solving and analytical skills.
  • Comprehensive knowledge of computer systems and experience troubleshooting hardware and software.
  • The ability to break down IT processes and deliver clear, step-by-step instructions to a variety of employees.
  • Patient, friendly demeanor with a great aptitude for listening.
  • Ability to explain technical information in understandable language to nontechnical staff members.
  • Excellent verbal and written communication skills.
  • Proficient in Microsoft Office Suite and other related software.
  • Excellent organizational skills and attention to detail.
  • Excellent interpersonal skills.
  • Team-oriented mindset with an openness to constructive feedback.
  • Eagerness to learn new technologies and systems
  • Commitment to providing exceptional customer service.

EDUCATION & EXPERIENCE:

  • Passion for problem-solving and customer service.
  • High School Diploma or equivalent required.
  • Associate degree in IT or related field preferred.
  • Tech savvy, with 2 years’ experience working as an IT help desk technician or similar IT support role, preferred.
  • In-depth knowledge of Windows 10, Edge, Chrome, and Office 365.
  • Experience with both mobility operating systems (Apple/Android).
  • Ability to diagnose and resolve a variety of technical issues.
  • Data processing experience required.

PHYSICAL REQUIREMENTS:

  • Prolonged periods sitting at a desk and working on a computer.
  • Must be able to lift up-to 15 pounds at times.

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