What are the responsibilities and job description for the Helpdesk Technician position at Authority Brands?
Authority Brands Inc. is a leading provider of home services, building brands that support the success of our franchisees, as well as bettering the lives of the homeowners we serve and the people we employ.
The Helpdesk Technician is responsible for the technical support, assisting end users with their day-to-day technical duties and issues. A competent Helpdesk Technician will provide fast and useful technical resolutions to support requests and reported incidents. They will answer queries on basic technical issues and offer to solve them.
An excellent Helpdesk Technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult users. Must be focused on working with a team and coordinating with team members to solve complex issues.
Responsibilities
- Serve as the first point of contact for users (Tier 1) seeking technical assistance.
- Provide on-site support for C suite executives.
- Communicate with users over the phone, via email and through the ticketing system.
- Perform remote troubleshooting of hardware and software through diagnostic techniques and asking pertinent questions.
- Identify the correct solutions to incidents based on the issue and details provided by the user.
- Triage and prioritize helpdesk support requests.
- Assist in meeting setup and support with corporate business meetings.
- Work on multiple systems from different business units.
- Escalate unresolved issues to the next level of support personnel (Tier 2).
- Update helpdesk tickets with all relevant information including problem descriptions, work performed, user communications and final resolutions.
- Identify and suggest possible improvements to helpdesk policies and procedures.
- Be able to build documentation/SOP’s as needed
- Setup new user/replacement workstations for both remote and in-person staff
- Manage site IT equipment inventory and provide necessary support for on-site networking equipment
- Assist the IT department as needed.
Qualifications
- 2-year Degree (AA) in computer science; or like experience.
- Proven experience as a Helpdesk Technician or other customer support role.
- Tech savvy; with working knowledge of office automation products, databases and remote-control tools.
- Zendesk ticket system experience (Preferred but not required).
- Azure, Office 365, Exchange online, Windows 10/11 experience
- Ability to diagnose and resolve basic to mid-level technical issues.
- Good understanding of computer systems, mobile devices and other tech products.
- Excellent verbal and written communication skills.
- Customer-oriented and cool-tempered.
- Customer service is a priority.
- Solution orientation to problem resolution and process improvement
- Thorough knowledge of desktop and business/technical support systems.
We believe our greatest assets are our employees, we offer competitive salaries and a full benefits package to include, PTO, paid holidays, 401(k) and more.
Authority Brands Inc. conducts drug screens and background checks on applicants who accept employment offers. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions however we do not sponsor Visa’s at this time.
Authority Brands Inc. is an Equal Opportunity Employer