Help Desk Technician

Summary

The Help Desk Technician is responsible to provide a single point of contact to the organization for information technology related problems. Assist business customers with telephone, email or trouble ticket enquiries to resolve or escalate IT systems issues and problems. Provide support and incident management and client communications for IT systems faults and service requests.

This position is a full-time, direct hire position located in (HQ) Columbus, Ohio.

Surge is a national leader with over 50 years of experience providing quality staffing and innovative workforce solutions. We take priority in building personal, long-term partnerships with our clients, and ensuring that each placement is the right fit. We are unlike other staffing agencies in that we take the time to get to know your company and its goals. Our national network has connected more than 122,000 employees on an annual basis and growing.

Primary Functions

Provide first line support for any information technology issues and problems.

Provide assistance by phone, email and/or using a ticket management system.

Track issues to resolution.

Update the internal knowledgebase with issue resolution details.

Track user account creation, changes and deletions.

Perform password resets and re-certify tokens.

Support computers, laptops, tablets, smart phones and applications.

Monitor and escalate alerts from antivirus systems.

Monitor backup system alerts and escalate errors.

Maintain user accounts including rights, permissions and systems groups.

Manage critical incidents.

Escalate problems as required to Tier 2 and Tier 3 support teams.

Quickly and accurately determine incident scope and impact.

Follow up on tickets at pre-defined intervals until resolved.

Update daily status reports.

Act as a liaison between customers and technical escalation teams.

Perform other duties as assigned

Secondary Functions:

Customer Service

Planning & organizing

Problem Solving

Time management

The ability to communicate information effectively to a third party

The ability to communicate in a pleasant and efficient manner with people at all levels in the organization

Methodical approach to problem solving using appropriate tools

Qualifications:

Self-motivated

Proven ability to work co-operatively as part of a team

Proven ability to work in a busy environment

Aware of quality management systems

Proficient in the following technologies:

MS Windows 10

MS Office

MS Outlook

MS Exchange Administration

Terminal Services / Remote Access software

Active Directory

Help desk / ticketing software

Equal Opportunity Employer

Surge is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, national origin, veteran status, genetic information, or any other status protected by law. Surge is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact Human Resources at .

Job Type: Full-time

IND1

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.