IT Helpdesk Technician

JMH Companies, an integrated services provider, is looking for a competent Help Desk Technician to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them.

An excellent Help Desk Technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. The ideal candidate is reliable, customer-oriented, resourceful, and self-motivated.

Core Functions Repeatedly complete documented multi-step processes with precision and accuracy

Serve as point of contact for customers seeking technical assistance

Perform remote troubleshooting through diagnostic techniques and pertinent questions

Determine the best solution based on the issue and details provided by customers

Walk the customer 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 the ticketing system

Follow-up and update customer status and information

Pass on any feedback or suggestions by customers to the appropriate internal team member

Identify and suggest possible improvements on procedures

Requirements

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

Excellent communication skills

Customer-oriented and cool-temperedBS/BA in IT, Computer Science, or relevant field