IT Help Desk

Summary

The Help Desk Support Technician provides support to end users for computer, application, system, device, access, and hardware issues. The Help Desk Support Technician performs advanced administrative/operational/customer support duties that require independent initiative and judgment. 

Qualifications

• High School diploma.
• Minimum 1 years of relevant experience. Any relevant education, certifications and/or work experience may be considered
• Proven experience as a help desk technician or other associate support role
• Tech savvy with working knowledge of office products, routers, switches, firewalls and remote control
• Good understanding of computer systems, mobile devices, and other tech products
• Bilingual
• Must be willing to travel.

Certifications

• Technical degree or certification in IT

Abilities/ Skills

• Ability to communicate effectively in both oral and written form
• Ability to handle difficult and stressful situations with professional composure
• Ability to maintain effective interpersonal relationships
• Ability to understand and follow instructions
• Problem-solving abilities and abilities to meet reasonable deadlines
• Ability to build positive and collaborative relationships
• Ability to work with and be part of a team
• Ability to work on multiple issues simultaneously
• Excellent listening and communications skills, both verbal and written
• Strong customer relationship skills
• Organized, detail oriented and self-motivate

Supervisory Responsibilities

• None

Essential Duties & Responsibilities

• Serve as the first point of contact for associates seeking technical assistance over the phone or email
• Perform remote troubleshooting through remote diagnostic s and pertinent questions
• Determine the best solution based on the issue and details provided by associates
• Walk the associates 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 logs
• Follow-up and update associate status and information
• Pass on any feedback or suggestions by associates to the appropriate internal team
• Identify and suggest possible improvements on procedures
• Must be willing to travel