Help Desk Support Technician

About the Role

As a help desk support technician, you will be the first point of contact for our customers who need assistance with their computer-related issues. You will communicate with them via phone, email, or chat, and use your technical skills and knowledge to diagnose and resolve their problems. You will also document customer interactions, escalate complex issues to higher-level support, and follow up with customers to ensure their satisfaction.

Responsibilities

• Serve as the first point of contact for employees who need technical assistance with their computer systems, software, or hardware.
• Communicate with employees via phone, email, or chat, and provide clear and courteous instructions and information.
• Perform remote troubleshooting using diagnostic tools and techniques and ask relevant questions to determine the root cause of the problem.
• Provide effective solutions based on the issue and employee needs, and guide them through the steps to implement them.
• Document employee interactions, problem descriptions, solutions provided, and resolution status in the help desk system.
• Escalate complex or unresolved issues to the next level of support and coordinate with them to ensure timely resolution.
• Follow up with employees to verify that the problem has been solved and provide additional assistance or information as needed.
• Maintain a high level of technical knowledge and stay updated on the latest products, services, and technologies.
• Identify and suggest possible improvements to help desk procedures and processes.

Requirements

• Experience working as a help desk technician or a similar customer support role in a technical environment.
• Proficient in using various computer systems, software, and hardware, such as Windows, Mac, iOS, Android, Microsoft Office, antivirus, etc.
• Familiar with common technical issues and troubleshooting methods, such as network connectivity, printer configuration, software installation, password reset, etc.
• Experience working with Microsoft Defender to ensure a highly secure user desktop experience.
• Deployment experience using Microsoft Intune.

Skills

• Excellent oral and written communication skills, with the ability to explain technical concepts in simple and understandable terms.
• Customer-oriented and empathetic, with the ability to handle difficult or frustrated customers professionally and politely.
• Detail-oriented and organized, with the ability to document and track customer interactions and issues accurately and efficiently.
• Ability to work independently and as part of a team, and to prioritize and manage multiple tasks and deadlines.
• Willingness to work flexible hours, including nights, weekends, and holidays, as needed.

Pay

$50,000–$55,000 annually, plus a target 5% annual performance bonus based on employee and company performance. Final compensation will be determined by factors including location, experience, and qualifications.

Benefits

• Health, Dental, and Vision Insurance
• Paid Annual Leave
• Paid Sick Leave
• 401K
• Remote, flexible working options
• Competitive compensation with generous STI and LTI provisions