IT Helpdesk Technician

Pay range is $21-$25 per hour with full benefits available, including paid time off, medical/dental/vision/life insurance, 401K, parental leave, and more. Our compensation reflects the cost of labor across several US geographic markets. Pay is based on several factors including market location and may vary depending on job-related knowledge, skills, and experience.

Responsibilities:

• Serve as the first point of contact for customers 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 the customer 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/Qualifications:

• Proven experience as a help desk technician or other customer support role
• Tech savvy with working knowledge of Laptops PC(include printer), network and security software (NASCA, ESCORT, Anti-Virus etc)
• Good understanding of computer systems, mobile devices and other tech products
• Able to install and configure Laptops, PC's and Desktops, Printers and peripherals
• Ability to diagnose and resolve basic technical issues
• Computer skills must include: Microsoft Office Suite, SAP GUI
• Install and repair Laptop PC, Printers
• Experience with LAN and Cabling
• 1~4 years’ experience working in helpdesk area with break/fix experience and/or with related education/training
• But entry level is applicable.
• Excellent communication skills
• Customer-oriented and cool-tempered
• BSc/BA in IT, Computer Science or relevant field
• A Certificate is preferred