Help Desk Technician

The primary purpose of a Helpdesk Technician is to provide technical support to end-users within an organization. The primary responsibility is to ensure that employees or customers can effectively use their computer systems, software applications, and assist with all other technology-related issues. As a Helpdesk Technician, you will be responsible for providing technical assistance and support to end-users experiencing computer-related issues. You will respond to inquiries, diagnose, and troubleshoot problems, and offer solutions to ensure users can resume their work with minimal disruption., Technical Support:

· Respond to all tickets or calls that are assigned to you to provide technical support to our clients

· Assist users with hardware and software related issues

· Diagnose and troubleshoot hardware, software, and network problems

· Perform remote troubleshooting through diagnostic techniques and reviewing any pertinent information provided by the client

· Document detailed records in our ticketing system including the issue, troubleshooting steps and resolution

· Ensure adherence to security protocols and policies

· Collaborate with our teams to resolve more complex issues when necessary

Client Relationship Management:

· Communicate directly with client to gather information needed to resolve any reported issues via phone and/or ticketing system. This may also require you to answer dispatch queue calls when dispatch is busy or unavailable

· Keep our clients informed of the status of their services request and what the expected resolution time might be

Documentation:

· Maintain detailed documentation of all work and services provided to client

· Review, update, and create documentation and tutorials for common technical issues and solutions

· Effectively communicate with our clients and our internal teams to ensure a consistent flow of information when escalation is required., · Troubleshooting and issue resolution - Address and resolve technical issues reported by end-users

· Customer Service - Provide professional customer focused support to end-users

· Technical documentation - Document ticket with all details in a clear and understandable manner

· Hardware and software support - Install, configure, and maintain computer hardware and peripherals

· User training - Assist in training new users on software applications and systems

· Remote support - Provide remote assistance using our remote desktop tools

· Security compliance - Ensure compliance with organizational security and policies

· Continuous learning and professional development - Stay updated with the latest technologies and participate in training programs and certifications relevant to this role

· Team Collaboration - Participate in team meeting and contribute to team initiatives

· Ticket Resolution Time - The average time it takes to resolve a support ticket

· First Contact Resolution Time - The percentage of tickets resolved at the initial contact with the helpdesk

· Customer Satisfaction - The overall customer satisfaction with the support provided

· Technician Utilization - The percentage of time a technician spends actively working on tickets

· Response Time - The time it takes for the helpdesk to acknowledge a new support request once assigned.

· Adherence to all administrative work (timesheets, expenses, utilization)

· High School Diploma or equivalent GED

· Proven experience as a helpdesk technician or similar position

· Strong knowledge of computer systems, software applications, and troubleshooting techniques

· Excellent communication and interpersonal skills

· Customer focused attitude and ability to work well under pressure

· Relevant certifications are a plus, * Help desk: 2 years (Preferred)

Pulled from the full job description

• Professional development assistance
• Tuition reimbursement
• Health insurance
• Retirement plan
• Paid time off
• Vision insurance
• Dental insurance, * Retirement plan
• Dental insurance
• Flexible spending account
• Health insurance
• Paid time off
• Professional development assistance
• Tuition reimbursement
• Vision insurance, * Dental insurance
• Flexible spending account
• Health insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Tuition reimbursement
• Vision insurance