Help Desk Technician

Responsibilities:

• Provide Technical Support: Serve as the first point of contact for clients experiencing IT issues, including software, hardware, and network problems. Resolve or escalate issues as needed.
• Incident Management: Log, categorize, and prioritize incoming support requests in the ticketing system. Ensure timely resolution and follow-up with clients.
• Remote Troubleshooting: Use remote access tools to diagnose and resolve technical issues for clients, including configuration problems, software installations, and system updates.
• Monitor and Maintain Systems: Continuously monitor client networks and systems for performance issues, outages, or security threats, and take appropriate actions to mitigate them.
• Documentation and Reporting: Maintain detailed documentation of support requests, troubleshooting steps, and solutions in the knowledge base. Provide regular reports to management on ticket status and resolution times.
• Client Communication: Communicate effectively with clients to understand their technical issues, provide updates, and offer guidance on preventive measures.
• Collaborate with Teams: Work closely with other IT staff, including network administrators and system engineers, to resolve complex issues and implement new technologies.
• Stay Updated on Technology Trends: Keep up-to-date with the latest industry trends, technologies, and best practices to provide high-quality support and suggest improvements.

Technical Skills:

• Strong knowledge of operating systems (Windows, macOS, Linux) and desktop environments.
• Proficiency with remote desktop tools and remote support platforms.
• Familiarity with ticketing systems (e.g., Zendesk, ServiceNow, Freshdesk) and incident management processes.
• Basic understanding of networking concepts (e.g., TCP/IP, DNS, DHCP, VPNs, firewalls).
• Experience with common software applications and tools (e.g., Microsoft Office Suite, antivirus software, backup solutions).
• Ability to diagnose and troubleshoot hardware issues, including PCs, laptops, printers, and peripherals.

Communication Skills:

• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Strong customer service orientation with the ability to handle challenging situations calmly and professionally.

Job Type: Full-time

Pay: $20.00 - $25.00 per hour

Benefits:

• Paid time off

Schedule:

• 8 hour shift
• Monday to Friday

Application Question(s):

• Please complete this assessment to get scheduled for an interview: https://app.testgorilla.com/s/3wrd8m34

Experience:

• Windows: 1 year (Preferred)
• Help desk: 2 years (Preferred)

Work Location: In person

Salary : $20 - $25