As a Help Desk Technician, you will provide Tier 1 support to our users via phone, email and computer chat. You will ask appropriate questions and use knowledge and resources to diagnose and resolve their issues. You will escalate issues that extend beyond Tier I span of control.
You are the ideal candidate if you have an Associate’s degree in information technology and at least 2 years of experience working in a help desk environment. Proficiency with MAC and IOS computers is a must as is the ability to work a variety of shifts and work overtime on a regular basis. You need to be a highly detail oriented and analytical individual to accurately capture user interactions and close out submitted trouble tickets in a timely manner.
Typical Duties and Responsibilities
Manage Help Desk tickets in a timely manner
- Respond to user issues via phone, email and computer chat
- Provide user assistance
- Document user interactions
- Run diagnostics to resolve user reported issues
- Run diagnostics to resolve user reported issues
- Escalate issues to the next Tier with next level of difficulty
- Install, make changes and repair computer hardware and software
- Install, make changes and repair computer hardware and software
- Follow-up with users to ensure issues are resolved
Qualifications
- Microsoft Certified Systems Engineer designation, preferred
- 2+ years of experience working in a help desk environment
- Flexibility to work a variety of shifts with minimal notice
- Available to work regular overtime
- Proficiency with MAC and IOS computers
- Excellent oral communication skills
- Detail oriented in order to keep detailed notes on tickets
- Highly organized to keep Help desk tickets order
- Ability to diagnose and resolve basic computer technical issues