IT Helpdesk Technician

Total Computing Tech

The Helpdesk Technician will provide quick and efficient technical assistance on computer systems to clients calling or emailing with issues. You will answer queries on basic to advanced technical issues and offer advice to solve them. You should be able to identify a problem, gather useful information about the issue, and work to resolve the problem using the tools provided and being resourceful.

The Helpdesk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult or frustrated customers.

This individual will be able to assess the needs of the client and assess and implement a solution based on the facility and the obstacles presented. You will be able to think on your feet when resolving issues and know that you can rely on the in-house staff for obstacles not easily overcome at first glance.

This individual will have the ability to see the physical and logical hurdles in front of them and utilize the tools provided to overcome where appropriate. You should be familiar with basic tools such as drills, reciprocating saws, ladders, and the use and implementation of fasteners for hanging computer related items on walls such as racks, networking, and telecom equipment.

The goal is to create value for clients that will help preserve the company’s reputation and business.

Responsibilities

Include but not limited to:

Minimum· Accepts calls and emails as first responder to client needs.

· Creates a service ticket for each issue being handled

· Perform remote troubleshooting through diagnostic techniques and pertinent questions

· Determine the best solution based on the issue and details provided by customers

· Walk the customer through the problem-solving process

· Direct unresolved issues to the next level of support personnel – proper escalation.

· Provide accurate information on IT products or services

· Record events and problems and their resolution in logs (outlook Calendar and CRM system)

· Follow-up and update customer status and information

· Pass on any feedback or suggestions by customers to the appropriate internal team member

· Identify and suggest possible improvements on procedures

May also be required to perform onsite work at customer locations such as but not limited to:

· Running, terminating, and tipping CAT cable

· Installing Printers

· Upgrading OSes (Windows & Mac)

· Installing battery backups

· Installation of network and server racks (freestanding; wallmount

· Installation of networking equipment (routers, switches, WAPs)

· Installation of servers, storage, etc

· Assisting users with typical PC issues

· Firm grasp of 3rd party applications such as Office, QuickBooks, etc.

Skills

· Tech savvy with working knowledge of desktop, laptop, & server hardware; Windows and MAC OS; Printers and scanners; other computer peripherals.

· Good understanding of networking devices such as routers, switches, firewalls, etc

· Solid grasp of mobile devices - both Android and Apple

· An understanding of wireless technologies such as WiFi, Bluetooth, Cellular networks

· Ability to diagnose and resolve basic technical issues

· A solid understanding of networking, TCP/IP, DNS, DHCP

· A solid understanding of Windows network troubleshooting commands

· Microsoft Office troubleshooting

· Microsoft Outlook troubleshooting

· Tip and Terminate ethernet wiring

· Installing devices into a rack environment

· Punctuality

· Excellent communication skills

· Customer-oriented and strong customer service skills

· Can lift more than 50 lbs.

· An eagerness to learn and being able to retain and recall the knowledge they gain.

Minimum Requirements:

· One year or more of relevant work experience in the IT field.

· High School diploma required and Associate's Degree preferred

· Fluent in English

· Ability to lift more than 50 lbs.

· Valid Driver’s License required for on-site client support, based on business needs.