What are the responsibilities and job description for the Helpdesk Technician – DC position at Hatchpad?
hatch I.T. is partnering with Neovera to find a Help Desk Technician. See details below :
About the Role :
Qualifications, skills, and all relevant experience needed for this role can be found in the full description below.
Under the direction of the Manager, Systems Engineering, the Help Desk Technician will provide second level phone and in-person support to users for e-mail, connectivity, networking, operating system, and application issues; responsible for generating support tickets, troubleshooting IT related problems and escalating trouble tickets as necessary to specialized staff for resolution. The Help Desk Technician will also participate in project-based work such as upgrades and installations, and must be effective in interpersonal communication and problem solving.
Essential Duties and Responsibilities :
- Provide exceptional customer service to all users
- Respond to inquiries and requests for assistance from end users via telephone, email, and ticketing system
- Analyze / troubleshoot all levels of desktop, application, and network issues (Tier 1 and 2)
- Document, track, and monitor technical issues to ensure timely resolution
- Document changes in IT inventory and asset management systems
- Provide timely and thorough input for regular status reporting
- Provide computer hardware and software setup, repair, upgrading, and troubleshooting
- Perform add / modify / delete of user profiles and accounts
- Phone / AV support
- Mobile support for wireless devices
- Perform other duties and special projects as required
Requirements
Other desired knowledge, skills or attributes :
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