What are the responsibilities and job description for the Help Desk Technician position at IES Residential?
Company Overview: IES Residential is one of the nation’s leading residential electrical contractors, dedicated to providing exceptional service and innovative solutions. We are seeking a skilled and experienced Help Desk Technician to join our dynamic IT team.
Job Summary: As a Help Desk Technician, you will serve as a key point of contact for IT support within our organization. You will provide essential support to our end users, ensuring that their hardware and software issues are resolved efficiently and effectively while maintaining high standards of customer service.
Key Responsibilities:
Support and Troubleshooting: Manage and resolve incoming support requests through phone, email, and our ticketing system. Provide advanced troubleshooting for end-user hardware, software applications, and related issues. Monitor and manage IT assets, ensuring proper inventory and lifecycle management.
Ticket Management: Accurately document all support requests and resolutions in our ticketing system. Ensure timely resolution of tickets within established Service Level Agreements (SLAs) and maintain detailed records of each interaction.
Customer Service: Deliver exceptional technical support and communicate clearly with end users to understand and address their needs. Strive to exceed performance metrics related to response times and user satisfaction. Provide training and guidance to end-users on IT-related topics.
Collaboration: Work closely with Network and Server Administrators to escalate and provide detailed information on issues that require higher-level resolution. Ensure effective communication and support for resolving complex technical problems.
Qualifications:
Experience:
2 years of proven experience as a help desk technician or in a similar customer support role.
Technical Skills:
Windows 10, Windows 11
Microsoft Office 365, Active Directory and remote desktop tools
Experience with basic Network troubleshooting
Certification:
Relevant certifications such as A , Modern Desktop Administrator Associate, or ITIL are plus.
Documentation:
Demonstrated ability to document issues and resolutions with accuracy and attention to detail.
Communication Skills:
Proven verbal and written communication and interpersonal skills to interact effectively with end users, team members, and executive management.
Education:
Associate’s degree in computer science, Information Technology, or related field. Or relevant technical certifications.
Problem-Solving:
Ability to diagnose and resolve technical issues effectively and efficiently.
Teamwork:
Collaborative attitude and willingness to work with others to achieve shared goals.
Work Environment:This position may require occasional after-hours support and on-call duties.
The role involves working in an office environment with standard office equipment.
Why Join Us: If you are a skilled IT professional looking to make a significant impact and advance your career, we encourage you to apply and become a part of the IES Residential family!
