Summary

The Help Desk Technician plays a vital role in ensuring the smooth operation of our organization's technical infrastructure by providing excellent customer service and technical assistance to our staff. This position involves handling support requests through various channels including in-person interactions, phone calls, emails, and chat sessions. The ideal candidate should have a strong customer service orientation, excellent communication skills, and a knack for troubleshooting technical issues efficiently.

Responsibilities

• Assist users in troubleshooting hardware, software, and network issues promptly and effectively.
• Log all support requests accurately and efficiently in the ticketing system, ensuring proper documentation and categorization.
• Follow up with users to ensure their technical issues are resolved in a satisfactory and timely manner.
• Escalate complex technical issues to other support teams as needed.
• Provide guidance and instructions to users on using various software applications, systems, and tools.
• Collaborate with other members of the IT department to identify and implement solutions to recurring technical issues.
• Contribute to the creation and maintenance of knowledge base articles and documentation to facilitate self-service resolution for users.
• Actively pursue knowledge in the latest technologies, products, and trends in the IT industry to enhance technical knowledge and skills.
• Maintain a positive and professional attitude while delivering high-quality customer service to internal users.
• Promote the mission and standards of Answers in Genesis.

Requirements

• Strong commitment to providing exceptional customer service and resolving technical issues promptly and professionally.
• Excellent communication skills, both verbal and written, with the ability to effectively explain technical concepts to non-technical users.
• Strong understanding of computer hardware, software, networking concepts, and operating systems (Windows, macOS, Linux).
• Proficiency in troubleshooting common technical issues related to desktops, laptops, printers, mobile devices, and software applications.
• Ability to prioritize and manage multiple support requests simultaneously in a fast-paced environment.

Education & Experience

• High school diploma or equivalent; bachelor's degree in Information Technology or related field preferred.
• Experience using help desk ticketing systems and remote support tools.
• Proven experience in a customer service or technical support role, preferably in an IT help desk environment.
• Certifications such as CompTIA A , Microsoft Certified Desktop Support Technician (MCDST), or equivalent are a plus.