Help Desk Technician Jobs

Responsible for establishing a positive client experience through delivery excellence. Position is a key contributor to the unit and Georgia Tech Community. Position will provide technical assistance and answers to users' questions, assisting users by troubleshooting problems with computer hardware or software. Customer contact may include but is not limited to face-to-face, by telephone, and by email. Position will serve as the first point of contact for customer information needs.
This position is the first point of contact for customers to communicate with when they have a technical problem. They will handle complaints, provide appropriate technical assistance to customers, and follow up to resolve any customer experience issues.
This position will interact consistently with: customers, supervisors, and co-workers.
This position typically will advise and counsel: customers.
This position will supervise: N/A.

Job Duty 1 -
Field support calls, emails, and other communication from users with inquiries regarding software programming, connectivity, printing, and similar concerns, and Answer customer questions by providing service information and resolving problems and maintain customer contact database and website.

Job Duty 2 -
Answer customer questions by providing service information and resolving problems.

Job Duty 3 -
Consult with users to determine steps and procedures to identify and resolve the problem.

Job Duty 4 -
Identify, investigate, and resolve users' problems with computer software and hardware

Job Duty 5 -
Apply computer software, hardware, and procedures knowledge to solve problems.

Job Duty 6 -
Guide users through diagnostic and troubleshooting processes, including using diagnostic tools and software and following verbal instructions

Job Duty 7 -
For inquiries requiring more than a primary response, investigate and resolve customer issues directly, usually serving as the sole response source; follow up as necessary.

Job Duty 8 -
Engage in learning opportunities in other areas to gain a broader knowledge of the organization's services.

Job Duty 9 -
Remain current on policies, procedures, and practices as they apply to customer service.

Job Duty 10 -
Perform other related duties as assigned.

Educational Requirements
High School or GED
Equivalent combination of education and experience also acceptable
Other Required Qualifications
Occasionally stand and walk for up to 30 minutes at various times during the workday.
Required Experience
Zero to two years experience in customer technical support

Preferred Educational Qualifications
Technical Diploma in computer operations or related field

ABILITIES
Ability to explain technical issues to technical and non-technical employees and customers. Proficient with or the ability to quickly learn an array of computer hardware and software. Ability to work independently, collaboratively, and in teams.
KNOWLEDGE
Strong analytical and problem-solving skills. Proficient with Microsoft Office Suite or related software. Maintain knowledge of technological innovations and trends.
SKILLS
Robust phone contact handling and active listening skills. Customer orientation and ability to adapt/respond to different characters. Ability to multi-task, prioritize, and manage time effectively over an extended period.

Georgia Tech provides equal opportunity to all faculty, staff, students, and all other members of the Georgia Tech community, including applicants for admission and/or employment, contractors, volunteers, and participants in institutional programs, activities, or services. Georgia Tech complies with all applicable laws and regulations governing equal opportunity in the workplace and in educational activities. Georgia Tech prohibits discrimination, including discriminatory harassment, on the basis of race, ethnicity, ancestry, color, religion, sex (including pregnancy), sexual orientation, gender identity, national origin, age, disability, genetics, or veteran status in its programs, activities, employment, and admissions. This prohibition applies to faculty, staff, students, and all other members of the Georgia Tech community, including affiliates, invitees, and guests.

This is not a supervisory position.
This position does not have any financial responsibilities.
This position will not be required to drive.
This role is considered a position of trust.
This position does not require a purchasing card (P-Card).
This position will not travel
This position does not require security clearance.