What are the responsibilities and job description for the Help Desk Technician position at Russell Tobin?
A leading financial institution is seeking a Help Desk Technician. This is an excellent opportunity to grow your career in a dynamic and fast-paced environment.
Salary range: 22-24/h
IT Service Desk Agent
The IT Service Desk Agent is the first point of contact for end users seeking technical support in a fast-paced 24/7 environment. This role provides phone and chat support, resolves technical issues, and ensures accurate ticket documentation while delivering an exceptional customer experience.
Key Responsibilities
- Provide front-line technical support via phone and live chat.
- Troubleshoot and resolve hardware, software, and system issues.
- Document incidents, troubleshooting steps, and resolutions in the ticketing system.
- Escalate complex issues when necessary and manage user expectations.
- Maintain professionalism, empathy, and clear communication in all interactions.
- Handle multiple requests while meeting performance and service level goals.
Qualifications
- High school diploma or GED required.
- 2 years of IT support or service desk experience in a fast-paced environment.
- Strong customer service, communication, and problem-solving skills.
- Technical aptitude with knowledge of Windows systems, enterprise applications, and basic hardware troubleshooting.
- Ability to multitask and work flexible shifts, including weekends and holidays.
Pride Global offers eligible employee's comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home insurance, pet insurance and employee discounts with preferred vendors.