Help Desk Technician I

• Answer incoming calls and provide timely and accurate technical support to users.
• Troubleshoot and resolve basic technical issues related to hardware, software, and network connectivity.
• Document all support interactions and maintain accurate records for future reference.
• Monitor system performance and identify potential issues or bottlenecks.
• Collaborate with other IT teams to ensure smooth operations and efficient issue resolution.
• Follow established procedures and guidelines to maintain data security and confidentiality.
• Stay updated with the latest technology trends and best practices in the industry.
• Provide feedback and suggestions for process improvements to enhance overall support efficiency.
• Assist in the implementation and testing of new systems and software updates.

• Ensure a positive and professional user experience, maintaining a high level of customer satisfaction.

• Answer incoming calls and provide timely and accurate technical support to users.
• Troubleshoot and resolve basic technical issues related to hardware, software, and network connectivity.
• Document all support interactions and maintain accurate records for future reference.
• Monitor system performance and identify potential issues or bottlenecks.
• Collaborate with other IT teams to ensure smooth operations and efficient issue resolution.
• Follow established procedures and guidelines to maintain data security and confidentiality.
• Stay updated with the latest technology trends and best practices in the industry.
• Provide feedback and suggestions for process improvements to enhance overall support efficiency.
• Assist in the implementation and testing of new systems and software updates.
• Ensure a positive and professional user experience, maintaining a high level of customer satisfaction.

• Associate’s Degree in a Computer Science or Technology discipline; or
• Technical Certification in Microsoft, Cisco or Unix/Linux Technologies, ITIL Foundations, CompTia; or
• Equivalent work experience (e.g., at least 1 year in similar role) required.
• Able to handle confidential matters judiciously.
• Good time management skills and able to prioritize.
• Proficient in setup and user of Microsoft Office and Windows operating system.
• Familiarity with monitoring tools, task scheduling software, and administrative procedures.
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
• Self-motivated and able to work independently with minimal supervision.
• Strong problem-solving and analytical skills, with a methodical approach to troubleshooting.
• Ability to prioritize tasks and manage multiple support cases simultaneously.
• Willingness to learn and adapt to new technologies and industry trends.
• A positive attitude and a customer-centric approach to providing support.

The hourly pay range for this role is $20.19 - $24.52; commensurate with experience