What are the responsibilities and job description for the HelpDesk Technician position at IQUASAR LLC?
Benefits:
- 401(k)
- 401(k) matching
- Paid time off
- Position: HelpDesk Technician.
- Location: Remote.
- Work Authorisation: US Citizen.
Responsibilities:
- Provide Tier I/II IT Support: Assist HUD employees with technical issues, including basic troubleshooting for hardware and software.
- Ticket Management: Create, manage, escalate, and resolve IT service tickets following HUD’s service level agreements and ticketing system guidelines.
- Documentation: Document issues, troubleshooting steps, and resolutions accurately for future reference and knowledge sharing.
- Customer Support: Offer timely and professional responses to customer inquiries and issues.
- Technical Guidance: Work collaboratively with Tier III teams and escalate issues beyond Tier II when necessary.
- Continuous Improvement: Contribute to process improvements, knowledge base updates, and team training as required.
Required Skills:
- Microsoft Word user and troubleshooting experience
- Helpdesk call experience (IT preferred, but not required)
- Provide technical assistance to computer users. Answer questions or resolve computer problems for clients in person, or via telephone or electronically.
- May aid concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.
- JUNIOR: 0-2 years’ experience. Applies fundamental concepts, processes, practices, and procedures on technical assignments.
- Performs work that requires practical experience and training. Work is performed under supervision.
