Help Desk Technician

About Our Client

This organization operates within the information technology support sector, addressing the challenge of providing efficient first-contact technical assistance to users. It focuses on resolving user issues promptly through multiple communication channels while maintaining professional representation of IT services.

About the Opportunity

The Help Desk Technician role is responsible for delivering frontline technical support to users via phone, email, and chat. The position ensures timely management of support requests, adheres to service agreements, and escalates complex issues appropriately. This role contributes to the organization's overall productivity by maintaining high-quality customer service and facilitating effective problem resolution.

Responsibilities

• Manage incoming incident and request communications using approved systems and procedures.
• Create detailed and accurate support tickets and assign them to the correct personnel.
• Resolve first-contact technical issues or escalate to higher-tier support as needed.
• Collaborate with colleagues across IT teams to improve problem-solving.
• Maintain positive communication with customers, peers, and leadership.
• Deliver excellent customer service to optimize enterprise-wide productivity.
• Build collaborative relationships with support staff to ensure quality service.
• Proactively analyze issues to implement permanent corrective actions.
• Work effectively with individuals of varying technical expertise.

Requirements

• High School Diploma or GED.
• Minimum one year of experience in IT or related field.
• Minimum one year of experience in a Help Desk or Call Center environment.
• Basic competencies in computer technology.
• Working knowledge of Microsoft Windows and ChromeOS.
• Working knowledge of Google Apps.
• Strong written communication skills.

Preferred Skills

• Associate's Degree.
• CompTIA A+ Certification.
• Familiarity with Okta, Citrix/CampusVue, Active Directory, and Google Admin.