What are the responsibilities and job description for the HelpDesk Analyst position at Fōcus - an Ōnin Group company?
Job Summary: We are seeking a dedicated Level 1 Help Desk Technician to provide first-line technical support to our users. The ideal candidate will possess excellent problem-solving skills, effective communication abilities, and a foundational understanding of IT systems. This role involves addressing basic technical issues, assisting users with hardware and software inquiries, and ensuring a high level of customer satisfaction.
Key Responsibilities:
- User Support: Respond promptly to incoming requests via telephone, email, or in-person, assisting users with hardware, software, and network-related issues.
- Issue Identification: Diagnose and resolve basic technical problems by gathering pertinent information and utilizing provided tools and resources.
- Escalation: Recognize complex issues and escalate them to higher-level support teams when necessary, ensuring detailed documentation of the problem.
- Documentation: Maintain accurate records of user interactions, problems, and resolutions in the help desk ticketing system.
- Resource Development: Contribute to the creation and maintenance of user guides and knowledge base articles to assist users in resolving common issues.
- System Monitoring: Assist in monitoring system performance and report any irregularities or potential issues to senior IT staff.
- Customer Service: Provide exceptional customer service by maintaining a professional demeanor, actively listening to user concerns, and ensuring timely resolution of issues.
Qualifications:
- Education: High school diploma or equivalent; an associate degree in Information Technology or a related field is preferred.
- Experience: Prior experience in a customer service or technical support role is advantageous but not mandatory.
- Technical Skills: Basic understanding of computer systems, mobile devices, and other tech products; familiarity with remote desktop applications and help desk software is a plus.
- Communication Skills: Strong verbal and written communication skills with the ability to explain technical concepts to non-technical users.
- Problem-Solving: Ability to troubleshoot and resolve basic technical issues efficiently.
- Organizational Skills: Detail-oriented with the ability to manage multiple tasks and prioritize effectively.
- Team Collaboration: Ability to work collaboratively within a team environment and contribute to team objectives.
