IT Help Desk Support Tech - Full-time / Part-time

IT Desk Top Support

The Help Desk Support Technician is a key contributor to the success of client satisfaction and

efficiency of our technical team. This is achieved by giving user support and customer service

via our company supported computer applications and platforms. The Help Desk Technician

troubleshoots problems over the phone and advises the customer for the appropriate action.

Key Duties:

1. Respond to requests for onsite assistant Diagnose and resolve technical hardware and software issues

Advise user on appropriate action, following standard Help Desk procedures

Log all Help Desk interactions

Track and route problems and requests and document resolutions

2. Redirect problems to resource / team member as appropriate

Identify and redirect escalated situations requiring urgent attention

3. Research questions using available information resources

4. Responsible for RMM

5. Stay current with system information, changes and updates

7. Performs other duties as assigned

Qualifications:

To perform this job successfully you must be able to perform each key duty satisfactorily. The

duties listed are representative of the knowledge, skill, and/or ability required and may modify as

the company develops.

You must possess a working knowledge of computer hardware, software and peripherals such as

servers, monitors, cables, networks, printers, modems and routers including installing,

configuring, upgrading, troubleshooting, and repairing. Able to communicate technical concepts

and procedures to clients in a clear, concise and friendly manner. Able to work without direct

supervision, takes initiative to prioritize to accomplishing tasks within deadline. Able effectively

communicate and interact with co-workers, and positively represent the company to clients.

Must be adaptable and flexible, able to remain calm and confident within stressful situations.

Education and Experience:

Technical School Graduate is preferred, College Graduate with work experience considered with

1-3 years of experience in technical customer service.

Certifications:

Windows 7, XP, Comptia

Education and Experience Required:

Technical School Graduate is preferred, College Graduate with work experience considered.

1-3 years of experience in technical customer service.

Physical Requirements and Working Conditions:

Must possess the mobility to work in a standard office setting which will require extended

periods of sitting, with occasional standing, kneeling, squatting, walking and reaching. Must be

able to use their hands, fingers, arms and legs to use standard office equipment and various

technical equipment. Must be able to lift 25 pounds, and carry 10 pounds. Must be able to talk,

speaking clearly and articulately, and to hear and understand the English language in person and

over the phone. Must be able to see clearly for driving and be able to read materials either

printed or on a computer screen of various sizes and fonts. Must have the ability and license to

drive their own vehicle, navigate the city and surrounding areas in which the office is located.

Must have the stamina physical, emotional and mental ability to manage stress and maintain

attention to detail and accuracy despite interruptions.

Skills:

Common sense

Self-motivated, takes initiative daily

Organize daily work and set priorities to meet deadlines

Clear communication skills with co-workers, clients and public