IT Help Desk Technician II

Job Description
At Abalta Technologies Inc., we value providing superior customer service and are committed to the successful operation of our information technology systems. The job description for the IT Help Desk Technician role is to handle IT tasks, conduct systems maintenance & improvements, and assist employees & contractors with questions and problems concerning computer systems, hardware, and software. The IT Help Desk Technician will perform IT systems maintenance and grooming, perform IT systems operational and security improvements, and assist employees remotely and in person, guiding them through systems configuration and troubleshooting, while aiming to resolve issues with efficiency. The IT Help Desk Technician will be an excellent problem-solver with outstanding communication and customer service skills.
Objectives of this role

• Serve as the subject-matter expert supporting Mac OS X, Windows, and all commonly used office software and applications, such as Microsoft, Adobe, and Google Workspace

• Provide quick and effective assistance with information technology systems

• Guide customers remotely and in person through systems configuration, troubleshooting, and maintenance

• Listen attentively to customers' questions and concerns and offer optimal solutions

• Prioritize customer satisfaction in all communications, directing unresolved issues to next-level personnel

• Keep IT systems and services running optimally

• Keep IT systems secure

• Represent Abalta Technologies Inc. with professionalism and integrity while helping to advance our company mission

Responsibilities

• Maintain essential IT operations, including operating systems, security tools, applications, email systems, laptops, desktops, software, and hardware

• Handle business-critical IT tasks and system improvements

• Diagnose and resolve problems

• Enable faster and smarter business processes and employee productivity

• Respond to tech inquiries via email, through online chats, over the phone, or in person

• Inform customers about IT products and services

• Walk customers step-by-step through the problem-solving process

• Help with troubleshooting hardware and software

• Follow up with customers to ensure satisfactory service

• Communicate customer feedback to the appropriate internal team members

• Coordinate network access and use

• Conduct preventative maintenance on IT systems

• Perform IT systems upgrades and migrations

• Research and evaluate emerging technologies, hardware, software, and educational opportunities

• Procure equipment and supplies

Skills and qualifications

• Two years of experience in IT

• Excellent problem-solving and analytical skills

• Experience with or knowledge of operating systems, current equipment and technologies, enterprise backup and recovery procedures, and system performance monitoring tools

• Ability to maintain confidentiality of company passwords and information

• Comprehensive knowledge of computer systems and experience troubleshooting hardware and software

• Experience working as an IT Technician and as an IT help desk technician or in a similar customer support role

• The ability to break down technological processes and deliver clear, step-by-step instructions

• Patient, friendly demeanor with a great aptitude for listening

• Strong verbal and written communication skills

• Commitment to providing exceptional customer service

Preferred qualifications

• Extensive knowledge of computer systems, mobile devices, and other tech products

• Passion for problem-solving and customer service

• Tech savvy, with experience working in a tech-related field

• Ability to diagnose and resolve a variety of technical issues

• Team-oriented mindset with an openness to constructive feedback

• Serve as the subject-matter expert supporting Linux

• Eagerness to learn innovative technologies and systems

• Bachelor's degree (or equivalent) in computer science, information technology, or related field

Skills and qualifications

• Two years of experience in IT

• Excellent problem-solving and analytical skills

• Experience with or knowledge of operating systems, current equipment and technologies, enterprise backup and recovery procedures, and system performance monitoring tools

• Ability to maintain confidentiality of company passwords and information

• Comprehensive knowledge of computer systems and experience troubleshooting hardware and software

• Experience working as an IT Technician and as an IT help desk technician or in a similar customer support role

• The ability to break down technological processes and deliver clear, step-by-step instructions

• Patient, friendly demeanor with a great aptitude for listening

• Strong verbal and written communication skills

• Commitment to providing exceptional customer service

Preferred qualifications

• Extensive knowledge of computer systems, mobile devices, and other tech products

• Passion for problem-solving and customer service

• Tech savvy, with experience working in a tech-related field

• Ability to diagnose and resolve a variety of technical issues

• Team-oriented mindset with an openness to constructive feedback

• Serve as the subject-matter expert supporting Linux

• Eagerness to learn innovative technologies and systems

• Bachelor's degree (or equivalent) in computer science, information technology, or related field