Job Description
Job Description
We are seeking a dedicated and customer-focused Help Desk Technician to join our IT support team. The ideal candidate will play a crucial role in providing technical assistance and support to end-users while ensuring a high level of customer satisfaction. If you are a tech-savvy individual with a passion for helping others and solving technical challenges, we invite you to apply for this exciting opportunity. Join our team and be a key player in providing top-notch IT support to our organization.
At The Riddle’s Group we offer:
- Industry competitive pay rates based on experience, including 1.5x overtime pay
- Incentive and bonus opportunities
- Health, Dental, and Vision coverage plans
- 401K plan with a company match
- Generous number of paid days off for holidays, vacation, and sick time
- Promotions from within for great career advancement
Responsibilities:
- Technical Support:
- Provide first-level technical support to end-users via phone, email, or in person.
- Assist users with hardware and software-related issues, troubleshooting problems to resolution.
- Issue Resolution:
- Diagnose and resolve technical issues promptly and efficiently.
- Escalate complex problems to the appropriate IT personnel when necessary.
- Documentation:
- Document and track all support interactions, ensuring accurate and detailed records.
- Contribute to the creation and maintenance of knowledge base articles.
- Customer Service:
- Deliver excellent customer service by maintaining a positive and professional demeanor.
- Educate end-users on basic troubleshooting and problem prevention.
- Collaboration:
- Work collaboratively with IT team members to resolve issues and share knowledge.
- Assist in the implementation of IT projects and initiatives.
Qualifications:
- Education/Experience:
- Two-year technical degree in a relevant field or a minimum of two years of practical experience in a similar role.
- Technical Skills:
- Familiarity with desktop operating systems (Windows, MacOS) and common software applications.
- Basic knowledge of hardware components and peripherals.
- Understanding of networking concepts and protocols.
- Problem-Solving:
- Strong problem-solving and analytical skills.
- Ability to prioritize and manage multiple tasks in a fast-paced environment.
- Communication:
- Excellent communication skills, both written and verbal.
- Ability to convey technical information to non-technical users.
- Customer Focus:
- Customer-centric mindset with a commitment to delivering high-quality support.
- Patience and empathy when dealing with end-users.
Benefits:
- 401(k)
- 401 (k) matching
- Dental insurance
- Employee Assistance Program
- Health Insurance, multiple plan options to suit your lifestyle
- Health savings account
- Health savings account company contribution
- Life insurance
- Paid time off
- Parental leave
- Referral Program
- Short- and long-term disability plans
- Store discounts
- Vision Insurance
- Voluntary accident and critical illness insurance
Schedule:
- Monday-Friday
Riddle’s Group Inc. is an equal opportunity employer; however, please note that we are only able to contact those selected for further consideration in the hiring process.
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