Helpdesk Support Technician

The Help Desk Support role will be providing IT technical and equipment support to associates across the US and India. Responsibilities include troubleshooting associates’ IT issues by phone or in person and imaging and maintaining IT equipment throughout the environment. This position reports directly to the Systems Support Manager. 

• Primary responsibility is end user technical support with a strong emphasis on customer service.
• Able to troubleshoot IT issues by phone and effectively communicate with end users.
• Accurately update tickets using Jira Software Management.
• Imaging, shipping, and packing computer equipment, monitors, and peripherals.
• Follow standard operating policies and procedures.

General Requirements:  

• Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.
• Able to provide technical support over the phone; possess good phone interaction skills.
• Familiarity with Office 365, Exchange, Active Directory, and Azure AD.
• Professional demeanor, previous customer service experience strongly desired.
• Good problem-solving skills; ability to visualize a problem or situation and think abstractly to solve it.
• Excellent oral and written communication skills.
• Detail oriented and able to lift xx lbs.

QUALIFICATIONS  

• 1-2 years’ work experience or an equivalent combination of education and experience is required.
• Ability to work and make decisions independently in a fast-paced environment.