Help Desk Technician I

SUMMARY

The primary role of the Helpdesk Technician is to diagnose, repair, and maintain hardware and software components to ensure the smooth running of computer systems. Helpdesk Technician responsibilities include but not limited to, installing, and configuring computer hardware and being the primary point of contact for IT support within the company.

DUTIES AND RESPONSIBILITIES

• Manage Help Desk tickets in a timely manner.
• Respond to customer issues via phone, email, and computer chat.
• Provide customer assistance.
• Document customer interactions.
• Run diagnostics to resolve customer reported issues.
• Escalate issues to the next Tier with next level of difficulty.
• Actively participates in departmental initiatives.
• Maintain established departmental KPI’s.
• Maintains accuracy.

QUALIFICATIONS

• High School diploma or general education degree (GED).
• 2 years related experience.
• Excellent verbal, written and interpersonal communication skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving skills.
• Able to prioritize tasks.
• Able to function well in a high-paced and at times stressful environment.
• Proficient with Microsoft Office Suite or related software.

PHYSICAL DEMANDS

• Sitting: Remaining in the seated position.
• Dexterity: Picking, pinching, or otherwise working primarily with fingers rather than with the whole hand or arm as in handling.
• Talking: Expressing or exchanging ideas by means of the spoken word to impart oral information to clients or to the public and to convey detailed spoken instructions to other workers accurately, loudly, or quickly.

WORK ENVIRONMENT

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.