What are the responsibilities and job description for the Helpdesk Technician position at Hansen Talent Group?
Job Details
Hansen Talent Group is seeking an experienced Helpdesk Analyst to support an enterprise IT team in Columbia, SC. The ideal candidate is able to work 100% onsite as needed and has hands-on experience working with Citrix workspaces.
The Helpdesk Analyst will be responsible for providing top-level customer service by providing IT support to internal end-users and providing in-depth documentation to support process building.
Duties:
- Respond to incoming calls and ServiceNow tickets from end-users regarding technical issues, ensuring timely response to all requests.
- Analyze, diagnose, and troubleshoot tier I technical issues. Use Citrix to remote into systems as needed.
- Escalate to Tier II or appropriate technical team when required.
- Support business operations by providing support to end-user accounts, resetting passwords and unlocking accounts in Active Directory.
- Create detailed documentation for each end-user interaction and steps taken towards resolution.
- Provide continuous communication and end-user training.
Qualifications:
- Associate's Degree or Bachelor's Degree in Computer Science
- Able and willing to undergo in-depth background checks and government security clearances
- Hands-on experience working with Citrix, CISCO, Active Directory
- Customer Service
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
Salary : $22 - $23
