We are seeking a detail-oriented, thorough, and organized help desk employee to join our growing team. In this position, you will be responsible for providing technical assistance and support to clients with computer systems, hardware, or software issues. You will also respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions.
Helpdesk Duties and Responsibilities
Monitor and respond quickly and effectively to requests received through the IT helpdesk
Respond to customer queries by phone and email
Create step-by-step training material with screenshots for clients
Provide technical assistance and support for incoming concerns and issues related to systems, software and hardware
Document internal procedures
Maintain daily performance of computer systems
Ask educated questions and listen to customers to determine root cause of issue
Work through the problem-solving process with customers, empowering them to do the same in the future
Run diagnostic problems to resolve problems
Clean up computers
Train incoming staff
Report significant and recurring issues to the tier-2 support team
Resolve technical problems with Local Area Networks (LA), Wide Area Networks (WAN), and other systems
Collect feedback to determine patterns and issues such that they can be resolved or FAQs can be provided to customer to ease in troubleshooting
Helpdesk Requirements and Qualifications
BSc/BA in IT, Computer Science, or related field
Proven experience as a Help Desk Technician or other customer service role
Ability to diagnose and resolve basic computer/technical issues
Excellent communication skills
Keen attention to detail, memory of patterns, and interest in problem-solving