Descripción

Ruppert Landscape is looking for a customer service oriented IT Help Desk individual to provide technical support to users in an efficient and accurate manner. You will be considered the company's front liner for technical needs, will solve technical problems, and provide support for all assigned areas. The company depends on this position to keep all end user devices including laptops, desktops, phones, tablets, and printers. Success in this role will be measured by the quality of customer service provided as well as traditional ticket metrics like time to close/respond.

This person must have the ability to problem solve independently while maintaining a TEAM mindset. The successful candidate will possess a can-do attitude, be willing to learn, and work with the IT Team to manage ticket requests for all applications and infrastructure issues. This person's ability to expand/increase their role on the team is highly valued.

Purpose:

• Serve as the first point of contact for employees seeking technical assistance over the phone or email.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers.
• Walk employee through the problem-solving process.
• Direct unresolved issues to the next level of support personnel.
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in logs.
• Follow-up and update customer status and information.
• Pass on any feedback or suggestions by customers to the appropriate internal team.
• Identify and suggest possible improvements on procedures.

Requirements

• Proven experience as a help desk technician or other customer support role.
• Tech savvy with working knowledge of office automation products, databases and remote control.
• Good understanding of computer systems, mobile devices and other tech products.
• Ability to diagnose and resolve basic technical issues.
• Proficiency in English.
• Excellent communication skills.
• Preferred BSc/BA in IT, Computer Science or relevant field.