HELP DESK TECHNICIAN

We are looking for a Help Desk Technician to join our team. The role demands hands-on expertise in offering technical support to both our valued employees and esteemed clients. The goal with computer help desk technicians is to turn a potentially frustrating experience into a seamless one. Personalized attention, patience, excellent communication skills, and the technical prowess to simplify customer problems are all necessary qualities in a help desk technician. You must have a strong IT background and troubleshooting., * Offer primary technical assistance to staff and clients, addressing queries and resolving challenges associated with hardware, software, and network systems.

• Respond to support requests via phone, email, and help desk ticketing system
• Diagnose and resolve technical problems, escalating issues as necessary to appropriate team members or departments
• Document customer interactions
• Run diagnostics to resolve customer reported issues
• Escalate issues to higher levels of support with more difficult cases
• Manage Help Desk tickets in a timely manner
• Follow-up with customers to ensure issues are resolved
• Train software product end-users
• Communicate effectively with customers to provide personalized support
• Create and update documentation, including knowledge base articles, training manuals, user guides, help manual, release notes and FAQ resources
• Assist in the implementation of IT projects and initiatives
• Stay current with industry trends and emerging technologies, continually improving technical knowledge and skills
• Provide training for other staff members for troubleshooting support
• Other duties as required

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field.
• CompTIA A+, Microsoft or other equivalent certifications are preferred.
• Profound understanding of computer hardware, software, and network architectures.
• Well-acquainted with operating systems including Windows and Linux.
• Exceptional aptitude for resolving problems, coupled with a critical thinking approach to diagnosing intricate challenges.
• Robust communication capabilities in both writing and speaking, ability to explain technical notions to those without a technical background.
• Patience and empathy when working with customers and colleagues
• Ability to multitask and prioritize tasks effectively in a fast-paced environment
• Proven experience as a help desk technician or customer support role
• Detail-oriented individuals
• Willingness to learn new technologies and systems, Requirements: US Citizenship only, (No dual citizenships allowed). Ability to pass a Public Trust Clearance

Pulled from the full job description

• 401(k)
• Health insurance
• Paid time off
• Vision insurance
• Dental insurance, * 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance