What are the responsibilities and job description for the Help Desk Technician position at HADLEY PRODUCTS LLC?
POSITION TITLE: IT Help Desk Technician
REPORTING RELATIONSHIP: IT Manager
PAY STRUCTURE: Salary
PURPOSE OF THIS POSITION: Provide excellent 1st level support for all users utilizing the tools and technologies available
BACKGROUND PREFERRED:
- Proven experience with Customer support and interaction with different technology platforms and personal contact
- Tech savvy with working knowledge of Microsoft Office products.
- Good understanding of computer systems, mobile devices and other technology products.
- Ability to diagnose and resolve basic technical issues.
- Excellent communication and documentation skills
- People-oriented and even-tempered
- Self-Driven and works efficiently with limited direction
- Ambition for learning and expansion of skillset
DUTIES AND RESPONSIBILITIES:
- Serve as the first point of contact for users seeking technical assistance over all platforms of communication.
- Assist with new employee onboarding/offboarding, changes, and/or moves.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions.
- Determine the best course of action based on the issue and details provided by users.
- Patiently instruct the user through the problem-solving process.
- Escalate unresolved issues to the next level of appropriate support personnel.
- Create accurate documentation on provided IT products or services.
- Record detailed notes of incident communications and their resolutions.
- Constant attention to continuous improvement ideas.
- Travel approximately 15%
Salary : $42,000 - $45,000