Help Desk Support Technician

• Provide first level contact and convey resolutions to customer issues
• Properly escalate unresolved queries to the next level of support
• Track, route and redirect problems to correct resources
• Update customer data and produce activity reports
• Walk customers through problem solving process
• Follow up with customers, provide feedback and see problems through to resolution
• Utilize excellent customer service skills and exceed customers’ expectations
• Ensure proper recording, documentation and closure
• Recommended procedure modifications or improvements
• Preserve and grow your knowledge of help desk procedures, products and services
• Travel to client sites as required

• Proven working experience in providing help desk support
• Microsoft 365, active directory, networking, PC hardware
• Working knowledge of help desk software and remote control
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• Customer service orientation
• MSP experience is a big plus.

Pulled from the full job description

• Paid time off

Rigidnet LLC is an IT managed service provider serving clients in Fort Worth and nationwide since 2003. We are looking for a customer service oriented Help Desk Technician to provide technical support to users in an efficient and friendly manner. You will serve as the firm’s front-liner, solve technical problems and provide support for all assigned areas.