What are the responsibilities and job description for the IT Help Desk Technician position at De Novo HRConsulting & Business Advisory?
Our client is a managed services IT company that offers an array of comprehensive servicesfrom creating a custom IT solution for businesses to implementation of that solution, and everything in between. They are problem solvers; offering strategies and solutions to guarantee that systems are operating optimally.
The IT Help Desk / Field Technician is responsible for providing technical support and troubleshooting in a Help Desk environment. This role fields incoming phone calls and emails from clients and triages technical issues based upon the severity level & overall business impact.
This is not a remote position.
Responsibilities include:
- Deliver impeccable customer service while working with customers to troubleshoot break/fix issues in a help desk environment.
- Document customer claims, open cases, and resolve any escalated tickets based on the Service Agreement.
- Effectively resolve basic fixes in a Windows & Microsoft environment.
- Focus on a customer's problem at hand and filter relevant details for troubleshooting to resolve cases.
- Adhere to all troubleshooting steps and implement tried and true customer handling scripts.
- Meet or exceed case resolution goals based on the Service Agreement with the client.
- Accurately and efficiently document clearly written steps taken to resolve cases.
- Troubleshoot & perform basic fixes in Windows & Microsoft environments.
- Verify users, create temporary passwords, and reset passwords.
- Exercise in-person customer service skills.
- Manage and monitor tickets from East Coast location during downtime.
Desired Skills & Experience:
- Proven experience in a Help Desk Environment. Autotask experience a plus.
- A Certification in progress or completed preferred but not required.
- Server and Cloud experience preferred.
- Understanding of computer networks, computer hardware, and windows environment.
- Active listener with the ability to communicate efficiently both verbally and in writing in a professional and reassuring manner.
- Exceptional organizational skills with the ability to prioritize and manage multiple projects simultaneously.
- Ability to quickly analyze problems using deductive logic.
- Must have a valid driver's license and reliable transportation.
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