IT Support Technician

Infrastructure Support Technician I

Location:

Corporate Office - Greenville, SC

This position requires a competent,detail-oriented, thorough, and organized Help desk technician to provide fast and useful technical assistance on computer systems. Responsibilities include answering queries on basic technical issues and offer advice to address the issue. An excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.

The goal is to create value for clients that will help preserve the company’s reputation and business.

• Serve as the first point of contact for customers seeking technical assistance over the phone or email and direct unresolved issues to the next level of support personnel
• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware used at NHE.
• Perform remote troubleshooting through diagnostic techniques, ask pertinent questions, and listen to customers to determine root cause and the best solution based on the issue and details provided by the customers
• Walk the customer through the problem-solving process
• Follow up with customers to ensure issue has been resolved.
• Provide accurate information on IT products or services
• Record events and problems and update ticket/customer status and information and their resolution in logs/software
• Assist in FAQs creation and management to add channels of support
• Gain knowledge of and pass on any feedback or suggestions by customers on NHE system usage or procedures to the appropriate internal team
• Identify and suggest possible improvements on procedures
• Assist in writing and maintaining training manuals.
• Help maintain daily performance of computer systems.
• Install, modify, and repair computer hardware and software.
• Clean outside of computers and devices prior to deployment.
• Ensure all devices are wipe of NHE data and appropriately discarded and recycled/donated whenever possible
• Run diagnostic programs to resolve problems.
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Install computer, peripheral, cables, and wiring of devices for users.
• Run reports to determine malfunctions that continue to occur.
• Respond to customer queries by phone and email
• Create step-by-step training material with screenshots for clients
• Document internal procedures
• Assist in maintaining daily performance of computer systems
• Resolve technical problems with Local Area Networks (LA), Wide Area Networks (WAN), and other NHE systems
• Assist in maintaining document storage on NHE website and intranet
• This job description does not list all the functions and tasks. Job functions may be added, deleted, or modified at any time by your supervisor.

• Experience in analysis, implementation and evaluation of IT systems and their specifications
• Sound understanding of computer systems (hardware/software), networks etc.
• Excellent organizational skills
• Outstanding communication abilities
• Proven experience as ahelp desk technicianor other customer support role
• Tech savvy with working knowledge of office automation products, databases and remote control
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and resolve basic technical issues
• Proficient in Microsoft Word, Excel, Outlook, and Power Point
• 1-2 years Database management or related degree/certificate preferred
• Keen attention to detail, memory of patterns, and interest in problem-solving
• Proficiency in English

Training and experience in computer…