Job Description
Job DescriptionJob Summary:
Reporting to the Help Desk manager, the Help Desk Technician is the first point of contact for faculty, staff and students experiencing technical issues with their devices, software and network connectivity. This role requires effective communication of technical solutions in a friendly and professional manner, providing initial troubleshooting and solution assistance primarily over the phone, email, chat, and occasionally in person.
Supervisory Responsibilities:
· None.
Essential Job Duties:
· Serve as the primary point of contact for students, faculty, and staff contacting the IT Help Desk, providing Tier 1 support for issues in a timely and professional manner.
· Troubleshoot and resolve Tier 1 issues, such as password resets and account management, and other issues supported by knowledgebase articles.
· Follows established ITIL priority matrix to evaluate and prioritize service requests in alignment with department standards and escalate complex issues when necessary.
· Creates accurate and detailed tickets based on every customer encounter.
· Collaborates with IT staff to resolve and manage unresolved tickets in the IT ticket tracking system.
· Utilizes and adheres to knowledge base articles to resolve issues. Identifies and reports gaps and makes contributions to the knowledge with approval by the Director.
Additional Responsibilities:
· Provides effort troubleshooting, when possible, in assisting users’ issues with user owned technology.
· Generate and review activity reports.
· Other duties, as assigned.
Required Skills/Abilities:
· Ability to quickly diagnose and resolve technical issues.
· Ability to effectively communicate technical concepts with a variety of customer user types.
· Ability to understand and follow oral and written instructions and protocols.
· Ability to adhere to set schedules, meet deadlines, and cover shift patterns to provide the coverage needed for the client.
· Ability to work with minimal supervision.
· Ability to remotely in a dedicated, private, secure space with reliable internet access.
· Working knowledge of help desk software, databases, and remote control
· Strong interpersonal and customer service skills.
· Strong problem-solving and critical-thinking skills.
· Strong teamwork skills to help other technical support workers.
· Flexibility to work a variety of shifts with minimal notice.
· Willingness to learn new technologies and systems.
· Willingness to learn and work in a team environment.
Equal Opportunity Employer / Disabled / Protected Veterans
The Know Your Rights poster is available here:
https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRi…
The pay transparency policy is available here:
https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_…
For temporary assignments lasting 13 weeks or longer, the Company is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.
We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.
AppleOne Technical participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.
https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Partici…
We also consider for employment qualified applicants regardless of criminal histories, consistent with legal requirements, including, if applicable, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records, including, if applicable, the San Francisco Fair Chance Ordinance. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
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Company DescriptionThis company offers growth and a great group of people to work with.
Company Description
This company offers growth and a great group of people to work with.