Are you interested in joining a company that was recently certified as a "Great Place to Work" for the fifth year in a row? If so, please read on...
Duties and Responsibilities
- Monitor and respond quickly and effectively to requests received through the IT helpdesk system
- Respond to end user queries by phone, email, and in person
- Create step-by-step training material with screenshots for end users
- Provide technical assistance and support for incoming concerns and issues related to systems, software, and hardware
- Document internal procedures and processes
- Ask educated questions and listen to end users to determine the root cause of issues
- Work through the problem-solving process with end users, empowering them to do the same in the future
- Run diagnostic steps to resolve problems
- Report significant and recurring issues to the tier-2 support
- Collect feedback to determine patterns and issues such that they can be resolved, or FAQs can be provided to customers to ease the troubleshooting process
Requirements and Qualifications
- Associate degree in IT, Computer Science, or related field
- Minimum of two years’ experience as a Help Desk Technician or other customer service role
- Ability to diagnose and resolve basic computer/technical issues
- Excellent communication skills
- Working knowledge of Microsoft based systems
