IT Help Desk Technician

Essential Job Functions:

• Ability to communicate effectively with customers, understand their customer requirements and locate appropriate technology solutions to meet them.
• Create work orders, troubleshoots and escalates to appropriate team if needed.
• Provide responsive and dependable support to customers with consistent quality.
• Support successful and efficient delivery of services to internal and external customers by executing defined operating procedures.
• Maintain professionalism in the workplace.
• Utilize input from service and process owners, job performers and other stakeholders, or SMEs to define business requirements for IT services and processes.
• Utilize standard templates and manufactured article to document ITSM services and processes.
• Conduct observations of current business processes to identify opportunities for process improvement.
• Effectively communicate with team members and line of support.
• Complete customer training on all software solutions and functionality, to include documentation creation for troubleshooting and usage.
• Edit files, find user’s home directories, and navigate through the file system.
• Required to take ownership of assignments consisting of customer issues in a client services system and complete in a timely manner.
• Comprehend architecture of systems and be familiar with proper installation and configuration procedures.
• Work closely with Client Operations, System Administrators, Network Engineers, and other IT staff in a virtual team setting on small, medium and occasionally, large projects.
• Be familiar with a wide variety of field concepts, practices, and procedures including the understanding of when to escalate problems to higher-level technical support professionals when necessary.
• Participates in testing and evaluation of new packages.
• Works to build strong inter-personal and communication skills.
• Acts as a resource for other technicians.
• Able to work individually or as a team member with minimum supervision.
• It is the responsibility of each employee to attend any training required for his position or profession as determined by his line of support or the executive leadership.
• Able and willing to stay current on new technologies as they become available for use.
• Operate and maintain Cisco based network phones utilizing Cisco call agent applications.
• During critical situations will be required to initiate communication, act as situation manager, and document details of situations.
• Responsible for provisioning of accounts.
• All other duties as assigned.

Minimum Preferred Qualifications

• One (1) year of hands-on experience in a Service Desk/Help Desk environment/related customer service/IT support field preferred.
• CompTIA A+ or an equivalent certification is preferred.
• High School Diploma or equivalent preferred.
• Experience with Microsoft Windows 10 and 2016 preferred.