MIS - Help Desk Technician

Job Description

Description:

Help Desk Technicians will serve as the first point of contact to all employee technical assistance requests ticketing system. The technician will provide on-site and remote assistance for these requests by utilizing clarifying and funneling questions to pinpoint the correct response method to each employee help desk submission. Using the technician’s skill base, they will listen, ask questions, and provide resolution for the employee’s concerns in a professional business manner.

Job Summary:

Performs intake activities related to the support of end-users.

Documents problems they are experiencing and gathers information necessary for problem resolution.

Provides support in the form of troubleshooting activities for standard problems encountered by end-users.

Follows established methodologies or procedures to determine end-user problems and provide a solution.

May interact with production services, Network & Security team, Server team, and/or applications development to restore service and/or identify and correct core problem.

Escalates complex, non-routine issues to more experienced teammates.

Works within standard guidelines. Makes decisions within guidelines.

Work environment is normally in an office setting

Minimum Requirements:

High school diploma and 2 years of end-user support experience or equivalent combination of education and work experience.

Hand on Experience on Windows PC environment

Must be fluent in English and Spanish languages

Reliable personal transportation required

Preferred Requirements:

Associate's or technical degree and 3 years of work experience in IT

Customer service experience

Knowledge of the following

Windows Servers 2012, 2016, 2019

Microsoft Active Directory

Basic networking protocols

Physical cables patching knowledge - Phone and LAN cables

CCTV

VoIP

Full-time