IT Helpdesk Technician

About the role

The IT Help Desk technician will work with the IT Help Desk team, lead, and manager to work different types of IT help desk support requests.

Responsibilities

• Field incoming help requests from end users via ticketing system and assist in a respectful manner
• Document all pertinent information including all decisions made, actions taken, and confirmation of a successful result
• Maintain excellent customer service over the phone, helpdesk, chat systems, or email
• Ticket escalation resource tier 1/2 for all type of IT support requests
• Diagnostic and repair of supported hardware and software
• Identify and learn appropriate software and hardware used and supported by the organization
• Perform post resolution follow-ups to help requests
• Maintain help sheets and knowledge base articles for end users
• Assist with maintenance of local site IT systems documentation

Requirements

• High school degree or GED with 2 or more years of relevant experience
• Higher education may substitute for relevant experience
• Relevant experience may be considered in lieu of required education
• Strong track record of achievement in distributed multi location environments
• Project and task prioritization and overall excellent time management skills
• Superb verbal and written communication skills to work with both internal and external customers
• Exceptional problem solving and analytical skills
• Ability and desire to stay motivated while working in a fast-paced environment
• Ability to work cross-functionally to resolve technical, procedural, and operational issues
• Courteous, polite, and professional demeanor
• Self-starter and Self-managed
• Strong documentation skills

Physical Demands

This position requires the ability to communicate and exchange information, utilize equipment necessary to perform the job, and move about the office. This position may require lifting of no more than 20 pounds.

Benefits

• 401(k) with Match
• Medical/Dental/Life/STD/LTD
• Vision Service Plan
• Employee Vision Discount Program
• HSA/FSA
• PTO
• Paid Holidays

Benefits applicable to full Time Employees only.