Job Summary:

The Helpdesk Support Technician will be responsible for providing technical assistance and support to our internal users, addressing a wide range of hardware and software issues. This role requires excellent communication skills, patience, and a customer-centric approach to problem-solving. The ideal candidate will be proactive, detail-oriented, and passionate about delivering high-quality support services.

Essential Job Functions:

• Technical Support: Respond to user inquiries and troubleshoot technical issues related to hardware, software, network, and other IT systems.
• Issue Resolution: Diagnose and resolve technical problems, either remotely or in person, ensuring minimal disruption to users' productivity.
• Ticket Management: Log all support requests and incidents accurately in the ticketing system and prioritize them based on urgency and impact.
• User Training: Provide guidance and training to users on the proper use of hardware, software, and IT systems to enhance their productivity and efficiency.
• Hardware Maintenance: Perform routine maintenance tasks, such as installing, configuring, and upgrading computer hardware and peripherals.
• Software Installation and Configuration: Install, configure, and troubleshoot software applications, ensuring compatibility and optimal performance.
• Documentation: Create and maintain documentation, including knowledge base articles and user guides, to facilitate self-service and streamline support processes.
• Collaboration: Collaborate with other members of the IT team to escalate complex issues and coordinate resolution efforts effectively.
• Continuous Improvement: Identify opportunities for process improvement and recommend solutions to enhance the efficiency and effectiveness of the help desk function.
• User Satisfaction: Ensure a high level of user satisfaction by providing timely, courteous, and professional support services.
• After-hours: IT support On Call rotation with members of IT Department.
• Travel: Monthly onsite visits to all Del Papa Distributing locations.

Qualifications:

• High school diploma or equivalent; Bachelor's degree in Information Technology or related field preferred.
• Proven experience (1 to 2 years) in a help desk support role or similar position, providing technical assistance to end-users.
• Strong knowledge of desktop operating systems (Windows, macOS, iOS) and common productivity software (Microsoft Office, Office 365, G Suite).
• Familiarity with ITIL best practices and experience working with ticketing systems (Spiceworks, ServiceNow, Zendesk).
• Excellent communication and interpersonal skills, with the ability to communicate technical concepts to non-technical users effectively.
• Strong problem-solving and troubleshooting skills, with a methodical approach to issue resolution.
• Customer-centric mindset and a commitment to delivering exceptional support services.
• Relevant certifications (CompTIA A , Microsoft Certified: Modern Desktop Administrator Associate) are a plus.