Job Summary :

This role provides technical assistance and support to all users of our IT systems, ensuring smooth operation and resolving issues.

The ideal candidate should have excellent problem-solving skills, a strong technical background, and a passion for delivering exceptional customer service.

Responsibilities :

• Receive problem reports and requests for service via phone, email, IM, and ticketing system.
• Log and track all support requests ensuring proper documentation and timely follow-up.
• Provide accurate and timely resolution of user-facing hardware and software issues.
• Troubleshoot and resolve software and hardware issues related to desktops, laptops, printers, mobile devices, and other peripherals.
• Install, configure, and update software applications and operating systems on user devices.
• Assist with user onboarding and offboarding processes, including account setup, access management, and hardware provisioning.
• Work with other Service Delivery technicians, other IT departments, and external vendors to investigate, resolve, and properly escalate requests.
• Participate in on-call technician rotation, providing remote and possible on-site support after hours and weekends.

Required Qualifications :

• Proven experience as an IT service delivery technician in Windows-based enterprise environments.
• Strong self-directed troubleshooting and problem-solving skills with both common and unfamiliar systems and applications.
• Excellent customer service and communication abilities, capable of explaining technical concepts in simple terms and effectively communicating with individuals of widely varying computer skills.
• Ability to work both independently and collaboratively in a fast-paced environment, while managing tasks of varying priorities and properly prioritizing several concurrent tasks.
• Familiar with current standards, trends, and best practices in technology.
• Ability to travel locally routinely (valid driver’s license) required.
• Ability to lift and carry 50 lbs. occasionally.

Preferred Qualifications :

• Associate degree or higher in information technology, computer science, or a related field.
• Relevant industry certifications such as CompTIA A or HDI Desktop Support Technician.
• Experience with remote support tools and ticketing systems.
• Knowledge of TCP / IP networking fundamentals.
• Knowledge or certification in ITIL practices ( ITIL Foundation).

Last updated : 2024-05-21