Help Desk Technician

Responsibilities

• Serve as the primary technical contact for employees across the Americas region, providing responsive support via multiple channels including phone, email, and enterprise ticketing systems.
• Conduct comprehensive remote troubleshooting through systematic diagnostic protocols and targeted inquiry techniques to efficiently identify root causes of technical issues.
• Analyze reported problems and system data to formulate optimal solutions based on organizational priorities, available resources, and established service level agreements.
• Guide employees through resolution processes using clear, accessible language that builds technical confidence while ensuring thorough problem remediation.
• Escalate complex technical challenges to specialized support tiers according to established protocols, providing complete documentation to facilitate seamless case transitions.
• Deliver accurate, up-to-date information regarding IT products, services, and policies in alignment with organizational standards and best practices.
• Maintain detailed documentation of support interactions, technical issues, and resolution methods within knowledge management systems to improve future response capabilities.
• Implement structured follow-up procedures to verify issue resolution, update case status, and ensure complete employee satisfaction with technical outcomes.
• Capture and channel employee feedback, enhancement suggestions, and recurring issues to appropriate internal teams for continuous service improvement.
• Proactively identify opportunities to enhance technical support processes, knowledge resources, and service delivery methodologies to increase operational efficiency.