What are the responsibilities and job description for the Help Desk Technician position at Ruppert Landscape - Corporate?
The Helpdesk Technician is responsible for the technical support assisting end users with their day-to-day technical duties and issues. A competent Helpdesk Technician will provide fast and useful technical assistance on computer systems. They will answer queries on basic technical and software issues and offer to solve them.
An excellent Helpdesk Technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult users. Must be focused on working with a team and coordinating with team members to solve complex issues.
Duties and responsibilities
· Serve as the first point of contact for users (Tier 1) seeking technical assistance; over the phone, email, and ticketing system.
· Meet marketed Service Level Agreements and Standard Operating Procedures.
· Perform in-person and remote troubleshooting through diagnostic techniques and pertinent questions.
· Determine the best solution based on the issue and details provided by the user.
· Document solutions and create knowledge base articles to assist in problem resolution.
· Train on all Ruppert custom applications
· Triage and prioritize helpdesk support requests.
· Work on multiple systems from different company departments.
· Direct unresolved issues to the next level of support personnel (Tier 2). Own the ticket until completion.
· Record events and problems and their resolution in helpdesk tickets.
· Identify and suggest possible improvements on helpdesk policies and procedures.
· Assist users in understanding and utilizing various software applications and systems.
· Provide basic training and guidance to users on IT best practices.
· Assist the IT department as needed.
Qualifications
Knowledge, Skills, and Ability:
· 2-year Degree (AA) in computer science; or like experience.
· Proven experience as a Helpdesk Technician or other IT support role.
· Tech savvy; with working knowledge of office automation products, databases and remote-control tools.
· Zendesk ticket system experience (Preferred but not required).
· Azure, Office 365, Exchange online, Windows 11 experience
· Ability to diagnose and resolve basic to mid-level technical issues.
· Ability to understand and resolve custom application issues and questions.
· Good understanding of computer systems, mobile devices and other tech products.
· Excellent verbal and written communication skills.
· Customer-oriented and cool-tempered.
· Customer service is a priority.
· Solution orientation to problem resolution and process improvement
· Thorough knowledge of desktop and business/technical support systems.
Working conditions
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
Physical requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms and requires the ability to occasionally lift office products and supplies up to 20 pounds.
