Help Desk Technician

Job Summary

Provide first-level remote IT services or assist in the delivery of higher-level services to customers. Properly enter all calls into the helpdesk system. Use predefined triage processes to troubleshoot and resolve or escalate to the appropriate resource within allowed Service Level Agreement parameters. Ability to use remote desktop applications to troubleshoot end user PC related problems. Ability to resolve standard documented problems with minimal assistance.

Take ownership for customer problem resolution. Possesses working knowledge of customer support business and technology processes: call handling processes, customer shrink wrap software applications, operating system environment, asset tracking, etc. Identify customer-training issues on standard and non-standard products. Able to contribute to technical discussions with other team members and contribute to the decision making process.

• Provide first-level remote IT services or assist in the delivery of higher level services to our customers
• Properly enter all calls into the helpdesk system
• Use predefined triage processes to troubleshoot and resolve or escape to the appropriate resource within allowed Service Level Agreement parameters
• Use remote desktop applications to troubleshoot end user PC related problems
• Resolve standard documented problems with minimal assistance
• Take ownership for customer problem resolution
• Possess working knowledge of customer support business and technology processes: call handling processes, customer shrink wrap software applications, operating system environment, asset tracking, etc.
• Identify customer‑training issues on standard and non‑standard products
• Contribute to technical discussions with other team members and contribute to the decision‑making process

• Demonstrate good customer service skills
• Proficiency with helpdesk tools, Microsoft operating systems, MS Office applications and anti‑virus software, communications technology devices
• Basic hardware and software troubleshooting skills
• Good problem‑solving and critical‑thinking skills
• Ability to work with minimum supervision
• Knowledge of all necessary web‑based tools as it applies to the position (e.g., Pro Acta, help desk call tracking applications, etc.)
• Willingness to work as a team player
• Good organizational skills and attention to detail
• Ability to travel as required

• Call center experience

• Minimum:
  High School Diploma or equivalent
• No less than one entry‑level certification (A+, N+, or OEM vendor certification)