Job Overview:

In this role, you will provide technical help by responding to help desk requests from users experiencing IT issues, documenting user issues in a ticketing system and performing low level troubleshooting. You will provide technical care for any aspect of information systems, including system hardware, operating systems, applications and networks.

Responsibilities:

• Provide first contact support of incoming requests to the service desk via telephone, web portal, email, chat and all operational contact types to ensure courteous, timely, and effective resolution of end-user issues.

• Build rapport and gather problem details from service desk customers.

• Use Service Desk knowledge articles to gather appropriate data and guide users through resolution instructions.

• Prioritize incidents and service requests according to defined processes.

• Escalate incidents with accurate documentation to suitable technician, when required.

• Record, track, and document the service desk incident within the Service Desk application.

• Use remote tools and diagnostic utilities to aid in troubleshooting.

• Identify and learn appropriate software and hardware used and supported by the organization.

• Work with end user to test fixes to ensure an incident has been adequately resolved.

• Contribute to technician knowledge base as needed.

• Provide suggestions for continual improvement.

• Support and respond to needs for Camera/video systems, alarm systems, access systems.

Knowledge & Experience:

• Knowledge of basic computer hardware, including desktops and laptops, Apple p

• 1 to 3 years’ experience working in an IT help desk call center or equivalent support function

• Knowledgeable in Google Workspace

• Excellent problem-solving abilities

• Good written and oral communication skills

• Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills

• Strong documentation skills

• Fluent English

• Very high level of dependability and punctuality required

• Primary function is responding to help desk needs, typing and using a PC (keyboard, mouse, and monitor)

Education / Certification Requirements:

High School Diploma or GED is required (at a minimum).

• Bachelors or Associates degree related to information technology preferred but not required

Personal Attributes:

• Ability to work various shifts

• Ability to stay calm and execute tasks in a high-pressure environment

• Exceptional customer service orientation

• Polite and courteous

• Multi-tasking (listening, comprehending, talk, type, accessing multiple screens)

• Dexterity with hands as well as efficiency in typing and using a PC

• Wearing a headset all day*

• Ability to remain at workstation for long periods of time

• Must be 21 years of age or older

• Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.

Work Environment:

• This role is based on a 1st (day) shift schedule. Service Desk Professionals will at times however provide 24x7x365 support, which means work schedules will include weekends, holidays, late nights, potential for on-call, split shifts, last minute coverage, etc on occasion.