Helpdesk Support Technician I

Job Description

The Helpdesk Support Technician I is responsible for initial customer support with general client issues. Installs, modifies, and makes minor repairs to computer hardware and software systems, and provides technical assistance and training to system users.

Skills

· Microsoft Office, Office 365 Administration, Active Directory, VMware, basic computer hardware maintenance, and network support

· Working knowledge of Windows and Linux operating systems, VMWare, software, and programming

· Experience in data cabling networks

· Basic troubleshooting abilities

· Results-oriented, strategic thinker and planner

· Decision-making and problem-solving skills, critical thinking, attention to detail

· Professional written and verbal communication skills with clients and coworkers

· Good organization and time management, great customer services and interpersonal skills

· Professional writing skills

· Desire to learn and for growth within the organization

Physical Requirements

Must be able to lift 50 pounds, must be able to sit at a desk for long periods of time, must be able to wear a headset provided by company.

Role and Responsibilities

· Operations:

o Manage phone calls

o Gather and analyze information about user’s issue

o Create tickets in ticketing system for customer issues such as solving usage problems and fulfilling service desk requests that require IT involvement

o Provide hardware, software, or network problem diagnosis and resolution via telephone, email, or chat to end users or internal staff

o Configure, install, upgrade, move, change, add, troubleshoot, and repair PCs, laptops, printers, phones, and associated peripherals as needed

o Load specified software packages, such as operating systems, word processing, or spreadsheet programs onto computers

o Basic troubleshooting, password resets, printer configurations, break/fix instructions, ticket routing and escalation to level II/III support

o Monitor IT infrastructure and applications for service interruptions and security incidents

o Instruct users in use of equipment, software, and manuals

o Identify SLA priority for tickets and follow guidelines for timely resolution

o Update tickets as issues progress and are resolved

o Escalate and notify other LTS staff as needed to resolve issues

· Development:

o Document technical procedures for company policy management

o Expert understanding of products and services with ability to innovate new ways the product can serve customers

o Continual research of technological trends to remain relevant in the market

o Participate in the development of the organization’s long- and short-term strategies

· Other duties as needed

Full-time