What are the responsibilities and job description for the Help Desk Technician position at Diamond Technologies, Inc.?
POSITION SUMMARY
As a Help Desk Technician (L1) at Diamond Technologies, you will be the first line of technical support for our Managed Service Provider (MSP) clients. Your primary role is to troubleshoot and resolve basic IT issues, ensuring excellent customer service while upholding Diamond Technologies' commitment to quality and reliability.
KEY RESPONSIBILITIES:
Help Desk Support:
- Serve as the initial point of contact for clients via phone, email, or ticketing system.
- Provide timely and professional support to resolve Level 1 technical issues, including hardware, software, and connectivity problems.
- Escalate unresolved issues to Level 2/3 support, documenting all troubleshooting steps in the ticketing system.
System Administration:
- Manage basic user account tasks such as password resets, account unlocks, and access requests.
- Assist with device provisioning, including peripheral equipment, and ensure endpoint protection and monitoring tools function correctly.
- Support onboarding and offboarding activities, including account setup and equipment preparation, transfer, or decommissioning.
- Ensure new Diamond employees receive a workstation, monitor(s), keyboard, mouse, docking station, and any other applicable equipment.
Client Communication:
- Maintain a friendly and professional demeanor while assisting clients.
- Set clear expectations for issue resolution timelines and provide regular updates.
- Document all client interactions and resolutions in the ticketing system.
Proactive Monitoring and Maintenance:
- Monitor client environments for alerts, taking preemptive actions where possible.
- Assist with scheduled maintenance tasks, such as patching and updates.
COMPETENCIES:
To perform the job successfully, an individual should demonstrate the following competencies:
Customer Service
- Manage difficult or emotional customer situations
- Respond promptly to customer needs
- Responds to requests for service and assistance
- Meet commitments
Interpersonal Skills
- Maintains confidentiality
- Listen to others without interrupting
- Keeps emotions under control
Communication
- Speaks clearly and persuasively in positive or negative situations
- Listens and gets clarification
- Responds well to questions
- Writes clearly and informatively
- Able to read and interpret written information
Professionalism
- Approaches others in a tactful manner
- Reacts well under pressure
- Treats others with respect and consideration regardless of their status or position
- Follows instructions, and responds to management direction
- Accepts responsibility for own actions
- Follows through on commitments
Attendance/Punctuality
- Is consistently at work and on time
- Dependability
- Commits to long hours of work when necessary to reach goals
Motivation
- Committed to staying current with technology and eager to pursue ongoing learning opportunities
- Demonstrates persistence and overcomes obstacles
REQUIRED EXPERIENCE:
Technical Skills:
- Basic knowledge of Microsoft 365, Windows operating systems, and network fundamentals.
- Familiarity with remote monitoring and management (RMM) tools.
- Understanding of ticketing systems and IT service management (ITSM) concepts. Experience with Autotask is a plus.
Experience and Education:
- A high school diploma or equivalent; technical certifications (e.g., CompTIA A , Network ) are a plus.
- Previous experience in a help desk or technical support role is preferred.
