Help Desk Technician

Job Summary:

Supervisory Responsibilities:

• None

Duties/Responsibilities:

• 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
• 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

Required Skills/Abilities:

• Excellent interpersonal and customer service skills.
• Basic understanding of existing programs and capabilities.
• Excellent workstation and network troubleshooting skills.
• Excellent organizational skills and attention to detail.
• Strong analytical and problem-solving skills.
• Proficient with Microsoft Office Suite or related software.
• Working experience in providing Help Desk support
• Proficiency in English/fluency in Spanish a definite plus
• Working knowledge of help desk software and remote control
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills

Education and Experience:

• A minimum of an associate’s degree in computer science or equivalent experience is required.
• At least three years of experience in user technical support is required.
• A+, Network+ and similar certifications are preferred.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift 15 pounds at times.
• May be required to work on-call or longer hours in case of large-scale issues.