$19.25 - $26/hr
Other
Posted 5 days ago
Job description
Desktop Management - Infrastructure Services (IS)~IT IS_Service Desk~Service Desk Management~Accessibility and Assistive Technology
- Proficiency in EUC, Microsoft Windows Technologies, and Active Directory.
- Experience with third-party software and hardware. Excellent communication skills, both verbal and written.
- Familiarity with Microsoft Assistive Software (Narrator, Magnify, ReadAloud), ZoomText ReadWrite TM etc
- Strong problem-solving skills and attention to detail.
- Ability to learn new technologies and software quickly.
- Prime soft skills including attentive listening, patience, and effective documentation.
- Certifications in Microsoft Desktop technologies, ITIL.
- Experience collaborating with developers, integration engineers, and third-party vendors
Key responsibilities
- End User Computing (EUC) Manage and support Microsoft Windows Technologies and Active Directory.
- Using Knowledgebase documentation, guide, troubleshoot and maintain third-party software and hardware.
- Troubleshoot and resolve EUC-related issues.
- Assistive Technology Support Microsoft Assistive Software (Narrator, Magnify, ReadAloud) and ZoomText ReadWrite TM etc.
- Provide training and assistance to end-users on assistive technologies.
- Stay updated with the latest developments in assistive technology and recommend improvements.
- Customer Management Listen attentively to customer issues and provide empathetic support.
- Document issues accurately and maintain detailed records.
- Keep customers informed and confident through regular updates and effective communication.
- Effectively use ServiceNow or Similar Helpdesk.
- Service Management
- Collaborate with developers, integration engineers, third-party vendors, and stakeholders.
- Triage and prioritize issues to ensure timely resolution.
- Develop and maintain service management processes and documentation.
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Frequently asked questions
Q: What skills or qualities help someone succeed as a Help Desk Technician?
A: To succeed as a Help Desk Technician, key technical skills include proficiency in operating systems (Windows, macOS, Linux), familiarity with common software applications, and knowledge of networking fundamentals. Essential soft skills include strong communication and problem-solving abilities, patience and empathy when interacting with customers, and the ability to work effectively in a team environment. By combining these technical and soft skills, Help Desk Technicians can efficiently resolve customer issues, build trust, and lay the foundation for a successful career in IT support and customer service.
Q: What is the career path for a Help Desk Technician?
A: A Help Desk Technician's typical career progression involves starting as a junior support specialist, advancing to a mid-level technical support specialist or senior help desk technician, and eventually moving into senior technical leadership roles such as technical team lead or IT operations manager. Key opportunities for skill development include learning IT service management frameworks, expanding technical expertise into areas like cloud computing, cybersecurity, or network administration, and developing strong communication and problem-solving skills. Long-term career prospects may lead to roles like IT project manager, service delivery manager, or even a career transition into specialized fields like IT consulting or technical sales.
