Description

Job Summary:

We are looking for an IT Technician Service Desk (the “Position”) to provide enterprise-level assistance to our customers. This position will serve as the escalation point for issues not resolved by Tier 1. IT Technician Service Desk will diagnose and troubleshoot software and hardware problems and help our customers install applications and programs. This position responsibilities also include resolving network issues, configuring operating systems, and using remote desktop connections to provide immediate support. This individual will use email and chat applications to give clients quick answers to simple IT issues. This position will observe an 80/20 rule – Remote Tickets / Site Visit Tickets.

Qualifications

Responsibilities and Duties

• Research and identify solutions to software and hardware issues 
• Diagnose and troubleshoot technical issues, including account set up and network configuration for Windows 10 computers, Active Directory, Azure AD, and Office 365
• Ask customers targeted questions to quickly understand the root of the problem 
• Track computer system issues through to resolution, within agreed time limits 
• Create knowledge base articles based on technical issues you were able to solve 
• Talk clients through a series of actions, either via phone, email, or chat, until the technical issue is resolved 
• Properly escalate unresolved issues to the appropriate internal teams
• Provide prompt and accurate feedback to customers  
• Travel between office locations when required
• Refer to internal database or external resources to provide accurate tech solutions 
• Ensure all issues are properly logged in ticketing system
• Prioritize and manage several open issues at one time 
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting 
• Document technical knowledge in the form of solution articles 
• Maintain jovial relationships with clients 

Qualifications and Skills:

• 4 years of proven work experience as a IT Technician, Desktop Support Engineer, or similar role 
• Hands-on experience with Windows10, Active Directory, and Office 365 environments
• Good understanding of computer systems, mobile devices, and other tech products 
• Ability to diagnose and troubleshoot basic technical issues 
• Familiarity with remote desktop applications and help desk software 
• Excellent problem solving and communication skills 
• Ability to provide step-by-step technical help, both written and verbal 
• Ability to comply with COVID-19 health and safety protocols, including COVID-19 vaccination proof and/or rigorous testing.