General Description
Duration: 12 Months
The Help Desk Technician provides telephone, E-mail and in-person support to users for technology-related issues concerning hardware, software applications and the network environment. The Help Desk Technician generally serves as the initial point of contact for troubleshooting user issues and concerns.
Role Specifics
- Serves as the first point of contact for customers seeking technical assistance via the phone or by E-mail
- Performs remote troubleshooting through asking pertinent questions or diagnostic techniques.
- Determines the best solution based on the issue and details provided by the customer.
- Walks the customer through the problem-solving process.
- Directs unresolved issues to the next level of support personnel.
- Records events and problems and their resolution in a log system.
- Sets up and/or configures new equipment; reconfigures and/or moves existing equipment.
- Passes on any feedback or suggestions from customers to the appropriate team member.
- Identifies and suggests possible improvements in procedures and processes.
- Requests higher level support personnel to assist with complex maintenance, deployment and support tasks.
Attributes
- Excellent writing and oral communications skills.
- Strong organizational and interpersonal skills
- Strong listening skills.
- Tech savvy with working knowledge of office automation products, printing, databases, remote access and security applications.
- Ability to diagnose and resolve basic technial issues.
- Customer-oriented and cool-tempered.
- Excellent writing and oral communications skills.
- Strong organizational and interpersonal skills.
- Strong listening skills.
- Tech savvy with working knowledge of office automation products, printing, databases, remote access and security applications.
- Ability to diagnose and resolve basic technial issues.
- Customer-oriented and cool-tempere
Experience
- At least two (2) years of work experience directly staffing a centralized computer help desk in a large organization (> 2,000 users/customers).
- Demonstrated ability to resolve technical issues, effectively communicate orally and in writing, and display a positive customer service attitude.
Education
- High School Degree or equivalent required; Associate Degree and/or related Technical Degree preferred.
Certification
- CompTIA A+ or equivalent preferred.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.