What are the responsibilities and job description for the IT Systems Technician position at GDH?
Role Summary
This role involves providing first-level support to clients and customers, serving as the initial point of contact for troubleshooting and issue resolution. The position requires handling customer inquiries via phone or email, documenting tickets, and ensuring timely resolution with a focus on quality customer service. It offers an opportunity to develop foundational IT skills within a fast-paced help desk environment, with potential for growth in technical support and systems administration.
Responsibilities
This position is based in office and requires employee to work on-site.
This role involves providing first-level support to clients and customers, serving as the initial point of contact for troubleshooting and issue resolution. The position requires handling customer inquiries via phone or email, documenting tickets, and ensuring timely resolution with a focus on quality customer service. It offers an opportunity to develop foundational IT skills within a fast-paced help desk environment, with potential for growth in technical support and systems administration.
Responsibilities
- Act as the primary contact for clients and customers seeking assistance or reporting issues.
- Troubleshoot technical problems using documented procedures and checklists.
- Log, track, and update support tickets accurately within the ServiceNow system.
- Escalate unresolved tickets to Tier 2 support staff and follow up on progress.
- Communicate effectively with clients and internal teams to provide updates and resolutions.
- Maintain and review all Service Desk procedures to ensure best practices are followed.
- Perform limited systems administration tasks as needed.
- Diagnose and resolve hardware and software issues related to operating systems, Office 365, and other technology products.
- Collaborate with team members to improve support processes and documentation.
- Ensure timely follow-up with clients to confirm issue resolution and customer satisfaction.
- Minimum of 1 year experience in Service or Help Desk support.
- Basic knowledge of troubleshooting and Tier 1 application support.
- Excellent written and verbal communication skills.
- Strong customer service orientation.
- Good understanding of computers, operating systems, Office 365, and related technology.
- Proficiency in MS Office Word and Excel, with experience creating and editing documentation.
- Demonstrated analytical skills with attention to detail and accuracy.
- Ability to work independently, prioritize tasks, and problem-solve effectively.
- Strong follow-up skills to ensure issues are resolved and documented properly.
- Must be legally authorized to work in the United States.
This position is based in office and requires employee to work on-site.
Salary : $15 - $23