We are looking for a tech-savvy Help Desk Technician to be responsible for providing technical assistance with computer systems, hardware, and software. As a Help Desk Technician, you are responsible for responding to email, chat, or phone queries and offering technical support to customers using computer systems, hardware, and software.
To be a successful Help Desk Technician, you should be well-versed in all aspects of computer systems configuration, set up, and maintenance. You should also have excellent interpersonal and communication skills.
Responsibilities:
- Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
- Responding to queries on the phone, via email, in person, or through remote access
- Train computer users on how to log into email and different software program
- Triage and route tickets for Desktop Support Engineers and Systems Administrators
- Follow up on pending tickets
- Reaches out to the desktop support engineers or system administrator for status updates on end user tickets
- Maintain daily performance of computer systems
- Ask questions to determine nature of problem
- Walk customer through problem-solving process
- Install, modify, and repair computer hardware and software
- Clean up computers
- Run diagnostic programs to resolve problems
- Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
- Install computer peripherals for users
- Follow up with customers to ensure issue has been resolved
- Gain feedback from customers about computer usage
- Run reports to determine malfunctions that continue to occur
- Maintain complete computer inventory list
Qualifications:
- An associate’s degree in Computer Science or related field, OR one or more years of experience in IT support
- Ability to pass pre-employment drug screen and ten-year background check
- Reliable transportation, favorable driving record, and valid Drivers License
- A strong working knowledge of computer systems, hardware, and software
- Good problem-solving, analytical, and team-working skills
- Excellent communication and interpersonal skills
- An openness to learning new technologies
- Good customer service skills