IT Helpdesk Technician

About the role

JMH Companies, an integrated services provider, is looking for a competent Help Desk Technician to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them. An excellent Help Desk Technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. The ideal candidate is reliable, customer-oriented, resourceful, and self-motivated.

Core Functions

• Repeatedly complete documented multi-step processes with precision and accuracy
• Serve as point of contact for customers seeking technical assistance
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in the ticketing system
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team member
• Identify and suggest possible improvements on procedures

Requirements

• Tech savvy with working knowledge of office automation products, databases and remote control
• Good understanding of computer systems, mobile devices, and other tech products
• Ability to diagnose and resolve basic technical issues
• Excellent communication skills
• Customer-oriented and cool-tempered
• BS/BA in IT, Computer Science, or relevant field