Job Summary

The Help Desk Technician operates in a primarily call center environment and is responsible for answering all incoming phone calls to the IT Service Desk. This position provides first-level technical support by troubleshooting hardware, software, and network issues, accurately documenting incidents and service requests. Ensure prompt and effective resolution or escalation of issues while delivering excellent customer service and maintaining a high level of professionalism in all interactions. Standard hours are Monday through Friday, 9:00 AM to 6:00 PM. Some extended hours or weekend work may occasionally be required.

 

Duties and Responsibilities:

Manages the flow of Help Desk tickets and monitors the queue for delays. Serves as the first contact for user support, interact with other IT staff. Assists users with hardware and software problems and questions to include file management, internet and software usage, peripheral usage, etc. Assists with Network Administration and Management including troubleshooting problems with communications such as hubs, routers, switches cables, etc. Initiates problem calls with Subject Matter Experts when incident trends denote a wider issue. Keep management informed of Help Desk ticket statistics and trends. Post weekly statistics to the department SQDC board and complies other statistics as requested. Other duties as assigned.

 

Required Knowledge/Skills/Abilities:

Knowledge of Microsoft and Apple operating and application software. Knowledge of Virus protection and cleansing techniques. PC and Mac troubleshooting skills. Problem-solving and analytical skills. Effective written and verbal communication.

 

Education and Experience:

Associates degree, technical school certificate in an IT related discipline strongly preferred. Certifications in IT as well as Apple Mac experience in a corporate environment is a plus. Two years of experience in installing, repairing, and troubleshooting computers and software desired.

 

Working Conditions:

Majority of work time is spent in office/administrative environment. (office, conference rooms, etc.)

 

 

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