Job Description
Job DescriptionDescription:
The Help Desk Technician is responsible for providing technical support to our clients and employees. The Help Desk Technician is the first point of contact for clients and employees seeking technical assistance and will be responsible for resolving basic technical issues.
Requirements:
Essential Functions
Provide Technical Support:
- Respond to incoming requests via phone, email, or ticketing system to diagnose and resolve hardware, software, and network-related issues.
Document Resolutions:
- Maintain detailed records of user issues, resolutions, and any steps taken in the organization’s knowledge base or ticketing system.
Install and Configure Software:
- Assist with the installation, configuration, and maintenance of applications and operating systems.
Escalate Complex Issues:
- Route unresolved issues to appropriate technical teams or senior staff, ensuring timely follow-up and resolution.
User Training:
- Provide basic training and guidance to end-users on systems, software, and devices to reduce recurring issues.
Maintain IT Inventory:
- Track and manage IT equipment and software licenses to ensure proper utilization and compliance.
Skills
Technical Proficiency: Strong aptitude for learning and working with various software platforms and data analysis tools.
Attention to Detail: Meticulous approach to maintaining accuracy in program rules and operations.
Strategic Thinking: Ability to see the big picture and develop long-term solutions.
Qualifications
· Proven experience as a help desk technician or in other customer support roles.
· Good understanding of computer systems, mobile devices, and other tech products.
· Ability to diagnose and resolve basic issues.
· Proficiency in English.
· Excellent communication skills.
· Customer-oriented
Working Conditions
Environment: Primarily indoor office setting, with standard office equipment.
Physical Demands: Frequent sitting, dexterity for computer use, occasional walking and standing, and lifting of less than 20 pounds