What are the responsibilities and job description for the IT Help Desk Technician position at McLane Intelligent Solutions?
At McLane Intelligent Solutions, our IT Help Desk Technicians play a crucial role in ensuring our clients receive the best technical support possible. This position focuses on diagnosing and resolving technical issues promptly while providing outstanding customer service. Technicians engage with clients through various communication channels, ensuring a seamless experience that enhances their operational efficiency.
Responsibilities:
- Provide first-level technical support to end users for various software and hardware issues.
- Document all interactions and resolutions in our ticketing system for tracking and future reference.
- Effectively manage incoming calls, emails, and ticketing inquiries, prioritizing them as necessary.
- Collaborate with other IT teams to escalate unresolved issues and ensure timely resolution.
- Continuously learn and stay updated on new technologies and systems relevant to the company's services.
- Strong passion for technology and helping others with IT issues.
- Familiarity with Windows operating systems, Microsoft Office Suite, and basic network troubleshooting.
- Excellent communication skills and a customer-oriented attitude.
- Experience with ticketing systems and remote support tools is a plus.
- Ability to work well under pressure and manage multiple tasks simultaneously.
- Helpful to have IT certifications such as CompTIA A , Network or similar.
- High school diploma required; Associate's or Bachelor's degree in IT or related field preferred.
- Previous experience in a Help Desk role or customer service experience is highly valued.
- Competitive base salary.
- Comprehensive benefits package including health insurance, retirement plans, and paid time off.
- Ongoing training and professional development opportunities.
- Fast-paced and collaborative work environment with opportunities for career advancement.