Help Desk Technician

Responsibilities

• Resolve network issues, configure operating systems and use remote desktop connections to provide immediate support.
• Communicate with clients via email, chat, and phone.
• Provide timely and accurate solutions to customers’ technical problems and ensure prompt and accurate responses to increase client satisfaction.
• Prioritize tickets based on various factors including business impact, age of ticket, and scope of impact.

Education/Experience

• Education Qualifications: a degree or equivalent in a relevant field, like Computer Science, IT or Software Engineering. Microsoft or similar certification is a plus.
• Relevant job experience: job experience with similar essential duties and/or in similar industry.

Skills/Knowledge/Abilities

• Strong analytical skills and ability to convey that information succinctly and clearly.
• Strong interpersonal, teamwork, conflict resolution, and negotiation skills.
• Strong time management, organizational, and prioritization capabilities.
• Excellent oral and written communications skills internally and customer-facing with a focus on training.
• Well-versed in communicating at both the technician as well as customer level.
• Able to positively influence and collaborate with stakeholders in other organizations to accomplish objectives while maintaining relationships.
• Able to remain approachable in a fast-paced environment.

Requirements

• Remain stationary for extended periods.
• Communicate information.
• Bend, kneel, and stand.
• Operate a computer.
• Operate hand tools and equipment.
• Possess/maintain a Valid Driver’s License.
• Travel requirement.
• Ability to pass a Fingerprint-Based Background Check.