BG Products rating
9.0
Based on 9 frontline employees who took The Breakroom Quiz
Job description
Schedule: Monday to Friday. 8:00 AM to 5:00 PM
Job Purpose:
Will be responsible for providing fast and useful assistance on computer systems by answering user questions on basic technical issues and offering advice on how to solve them. IT Support Technician assists in achieving the goals of the IT Department in the operation and maintenance of the personal computer network, hardware, and software applications.
Duties & Responsibilities
• Adheres to company polices and presents a professional, positive attitude at all times.
• Serve as the first point of contact for users seeking technical assistance over the phone or email.
• Perform remote troubleshooting through applied diagnostic techniques, support software and pertinent questions.
• Determine a course of action based on the issue and details provided by users.
• Direct unresolved issues to the next level of support personnel.
• Provide accurate information to users on IT products and services.
• Record events and problems and their resolution in logs.
• Pass on any feedback or suggestions by users as appropriate.
• Identify and suggest possible improvements to procedures.
• Assist with day-to-day IT operations including administrative procedures, asset management and inventory controls.
• Research new technology, stay current on technical literature and industry standards.
• Work overtime as needed, manage after-hour call backs and monitor operations remotely.
• Other duties as needed or assigned.
Qualifications
• High school diploma or equivalent required. Trade schooling, Bachelor's degree (B.A./B.S.) or professional training in
network support or equivalent preferred, emphasis on helpdesk support is a plus.
• Must have a valid driver's license.
• Minimum two (2) years' experience in helpdesk, network support, or other user role support required. Experience in a manufacturing environment preferred.
Frequently asked questions
Q: What skills or qualities help someone succeed as a IT Help Desk Technician?
A: To succeed as an IT Help Desk Technician, core technical skills include proficiency in operating systems (Windows, macOS, Linux), familiarity with common software applications, and knowledge of networking fundamentals. Soft skills such as excellent communication, problem-solving, and patience are also crucial, as they enable technicians to effectively troubleshoot issues, explain technical concepts to non-technical users, and maintain a positive customer experience. By combining these technical and soft skills, IT Help Desk Technicians can efficiently resolve issues, build trust with users, and lay the foundation for a successful career in IT support.
Q: What is the career path for a IT Help Desk Technician?
A: A typical career progression for an IT Help Desk Technician involves starting as a junior technician, providing basic technical support and escalating complex issues to senior colleagues. As they gain experience, they can move into mid-level roles such as Senior Help Desk Technician or Technical Support Specialist, where they take on more complex problem-solving and leadership responsibilities. With further advancement, they can transition into senior roles like IT Support Manager, Technical Lead, or even move into specialized areas like IT Project Management or Cybersecurity, where they can leverage their technical expertise and leadership skills to drive business outcomes.
