The Help Desk Technician’s primary responsibility is to provide basic technical support to Community IT clients. The Help Desk Technician provides basic technical support to end users remotely. Central to our brand is friendly, trustworthy support that enables nonprofit staff to use technology effectively. The Help Desk Technician is a vital position for delivering a customer experience that is consistent with the company’s brand, mission and purpose. Help Desk Technicians also provide critical immediate client feedback and knowledge to other teams (such as Projects and Network Management).

The Help Desk Technician delivers value to Community IT clients by quickly addressing technical issues, providing excellent customer service, building positive relationships with clients, and by working closely with Community IT internal teams.

RESPONSIBILITIES

Technical

1. Provide initial, minimal troubleshooting for desktops/laptops and other devices by identifying, clarifying and researching client issues

a. Learn and understand new technology as needed

b. Identify the root cause of basic issues

c. Escalate in a timely manner and retain ownership and follow up as required

2. Basic system administration for local and cloud-based systems

a. Conduct basic Office 365 account setups, password resets, disable and enable accounts.

b. Execute Active Directory user/group/organization and unit management

c. Manage Windows File Share Permissions

d. Understand basic account creation and permissions in cloud file management tools such as DropBox, Box, etc.

3. Basic desktop administration

a. Understand the difference between Office 365 directory sync and online setup

b. Understand and identify basic one drive issues

c. Understanding and working knowledge of Mac OSX

d. Support Office applications on different platforms

Professional

1. Resolve client issues utilizing ticket management processes

a. Provide timely response and resolution to client incidents and service requests

b. Identify Incident vs. Service Request vs. Problem

c. Follow processes, complete service requests and incidents per ticket management process

d. Record new incidents and service request before providing service and write detailed notes in ConnectWise

e. Dispatch and escalate tickets based on dispatch escalation processes

2. Communication to all relevant stakeholders when resolving issues

a. Ensure timely follow up with clients and internal Community IT teams

b. Communicate with clients regarding incidents and service requests effectively

c. Communicate with internal Community IT team members and work in a collaborative manner

d. Gather relevant info to effectively escalate issues to other teams

3. Creating appropriate customer experience by following call etiquette and procedure

a. Set proper expectations with client over the phone, stick to 30 min, etc.

b. Present professional demeanor and communication with colleagues and clients

c. Answer incoming calls in a timely and appropriate manner

d. Respond to chats requests in a timely and appropriate manner