Information Technology Help Desk Technician

The technician will work with customers remotely and in person, guiding them through systems configuration and troubleshooting, while aiming to resolve issues with efficiency. Standout candidates will be excellent problem-solvers with outstanding communication and customer service skills.

Objectives of this role

Provide quick and effective assistance with information technology systems

Guide customers remotely and in person through systems configuration, troubleshooting, and maintenance

Listen attentively to customers' questions and concerns and offer optimal solutions

Prioritize customer satisfaction in all communications, directing unresolved issues to next-level personnel

Work with desktop support engineers to provide customers with superior service

Represent Company X with professionalism and integrity while helping to advance our company mission

Responsibilities

Respond to tech inquiries via email, through online chats, over the phone, or in person

Inform customers about IT products and services

Walk customers step-by-step through the problem-solving process

Help with troubleshooting hardware and software

Follow up with customers to ensure satisfactory service

Communicate customer feedback to the appropriate internal team members

Skills and qualifications

Excellent problem-solving and analytical skills

Comprehensive knowledge of computer systems and experience troubleshooting hardware and software

The ability to break down technological processes and deliver clear, step-by-step instructions

Patient, friendly demeanor with a great aptitude for listening

Strong verbal and written communication skills

Commitment to providing exceptional customer service

Preferred qualifications

Passion for problem-solving and customer service

Tech savvy, with experience working in a tech-related field

Ability to diagnose and resolve a variety of technical issues

Team-oriented mindset with an openness to constructive feedback

Eagerness to learn new technologies and systems

Experience working as an IT help desk technician or in a similar customer support role

Permanent