Information Technology Help Desk Support

The Help Desk Technician provides support for users experiencing IT-related Incidents and fulfilling Service Requests. They ensure effective and efficient service delivery and a seamless user experience by troubleshooting hardware, software, and network problems. The role is customer-focused and requires a strong understanding of IT systems, problem-solving skills, and the ability to work in a fast-paced environment.

RESPONSIBILITIES

• Provide prompt, friendly, and effective support to customers by phone, email, chat, or in-person
• Log, categorize, prioritize and resolve Service Requests and Incidents in the ITSM
• Identify, diagnose and resolve hardware and software issues, including Windows and Mac Operating systems, Office 365, and SaaS applications
• Onboard and offboard users in Active Directory and other systems in a timely manner in accordance with compliance policies
• Proactively identify recurring Incidents for Problem Identification and remediation
• Contribute to the internal knowledge base by documenting solutions to common issues, best practices and Help Desk processes
• Work closely with other IT teams to resolve complex issues
• Maintain accurate inventory of IT assets
• Project assignments as requested
• Local travel, up to 25% or as needed
• Other duties as assigned

Qualifications

• At least 2 years of experience in an IT Support Help Desk or Service Desk role
• Experience with ITSM tools
• Experience with remote desktop support tools
• Ability to handle multiple tasks effectively, with tact, courtesy, and a high degree of customer service.
• Work independently and effectively with minimal direction
• Work collaboratively with a team
• Strong understanding of Windows and MacOS operating systems
• Familiarity with conference room technology
• Excellent communication skills (both written and verbal) with the ability to explain technical issues to non-technical users

EDUCATION

• College Degree in Information Technology, Computer Science, or a related field (or equivalent work experience)
• Industry related certifications such as ITIL v4 Foundation, A , Network , AZ-900 are preferred