It Help Desk Technician

Position Overview

IT Help Desk Technician is a Tier 1 technical support position. This position requires using remote session, phone, or in person support. Their primary responsibility is to ensure a high level of customer service via technical troubleshooting and issue resolution. Serving as the first point of contact for users that seek technical assistance and problem resolution. Using strong analytical, diagnostic, and problem-solving skills to determine the best solutions based on the issues provided by end users. Exercising time management, prioritization of issues, and technical acumen to achieve desired outcomes.

Essential Functions

• Practice customer service with follow-up communication to ensure issues are resolved
• Acknowledging and resolving Help Desk tickets in a timely manner
• Run diagnostics to resolve technical reported issues
• Respond to customer issues via phone, ticketing system, email, and MS Teams chat
• Maintain equipment inventories and disposal
• Document customer interactions via a Jira ticketing system
• Escalate non- help desk issues to Systems Administrator for resolution
• Install, make changes, and repair computer hardware and software
• Prioritizing customer assistance in an orderly fashion according to issue severity

Minimum Qualifications

This position requires an associate degree, and 2-3 years of professional experience. Certifications such as A+, Network +, ITIL foundations, or equivalent Microsoft certifications. Thorough knowledge of current and future technology solutions for the Internet, user management, personal computers, and networks.

Knowledge, Skills, and Abilities:

1. Working knowledge of Microsoft Server 2016, 2019, and 2022.
2. Strong knowledge of Microsoft Windows desktop operating systems and Office 365 administration.
3. Knowledge of cloud platforms preferably Azure.
4. Experience with hardware repair, preferably Dell systems.
5. Strong understanding of Active Directory, user, computers, OU’s, GPOs, and security groups.
6. Good knowledge of Azure VDI environments.
7. Strong knowledge of Atlassian Jira / Confluence administration
8. Excellent problem-solving and critical thinking skills.
9. Experience with using enterprise Antivirus software.
10. Good organization, time management, and prioritization.
11. Excellent troubleshooting abilities.
12. Working knowledge of TCP/IP, DNS, LAN/WAN technologies, Ethernet cabling, and VPNs.
13. Effective communication skills, including speaking, writing and active listening.
14. Great customer service and interpersonal skills.