What are the responsibilities and job description for the HelpDesk Support Technician position at M3?
Job Description
Job Description
Description Summary :
The ideal candidate will have extensive experience in providing technical support, troubleshooting complex issues, and mentoring junior technicians. This role involves ensuring the smooth operation of our IT systems and providing top-notch support to our users.
Essential Duties :
The duties listed below are the essential functions of this position, and they may change as the needs of the company demand. All associates are expected to do what is necessary to get the work done and to cooperate fully with their supervisor's requests for additional or altered duties.
- Provide advanced technical support to end-users for hardware, software, and network issues.
- Support and maintain operational systems at our corporate headquarters.
- Troubleshoot and resolve complex technical problems, escalating issues as necessary.
- Mentor and train junior helpdesk technicians, providing guidance and support.
- Manage and prioritize helpdesk tickets, ensuring timely resolution and excellent customer service.
- Maintain and update documentation for IT processes, procedures, and troubleshooting guides.
- Collaborate with other IT team members to implement and maintain IT infrastructure and systems.
- Conduct regular system maintenance and updates to ensure optimal performance and security.
- Assist in the deployment and configuration of new hardware and software.
- Monitor system performance and proactively identify and address potential issues.
- Ensure compliance with company policies, procedures, and security standards.
- Other duties as assigned.
Education / Training / Experience :
Physical Requirements :
