What are the responsibilities and job description for the IT Helpdesk - Night Shift role position at Global Solutions Group?
Job Title - IT Helpdesk
Location - Detroit Metropolitan, MI (Night Shift role)
Contract Long term
It will be remote but in emergency cases person needs to be onsite in 30 minutes in Detroit, MI.
Providing technical support by responding to user inquiries and resolving technical issues related to hardware, software, network connectivity, and other IT systems
Troubleshooting and problem-solving issues by diagnosing problems reported by users, identifying the root cause, and providing effective solutions
Managing and prioritizing incidents in a timely manner, ensuring timely resolution of help desk tickets, and minimizing downtime
Provide quick and effective assistance with information technology systems
Guide customers remotely and in person through systems configuration, troubleshooting, and maintenance
Listen attentively to customers questions and concerns and offer optimal solutions
Prioritize customer satisfaction in all communications, directing unresolved issues to next-level personnel
Work with senior team member for difficult issues
Respond to tech inquiries via email, through online chats, over the phone, or in person
Inform customers about IT products and services
Walk customers step-by-step through the problem-solving process
Help with troubleshooting hardware and software
Follow up with customers to ensure satisfactory service
Customer site visit.
Provide exemplary customer support, addressing questions, responding to email requests, and assisting users with technology issues.
Train users on business-specific computer programs, offering recommended problem-solving steps, and ensuring a positive experience.
Keep up with technical innovation, trends in IT support, and advancements in areas like network support
Install, configure, and update various operating systems and productivity software.
Manage antivirus software to maintain system security.