What are the responsibilities and job description for the Help Desk Technician position at Menlo?
About Menlo
Menzlo is a leading provider of IT services, committed to delivering exceptional solutions to our clients. Our team of experts is dedicated to providing top-notch support and ensuring that our customers receive the best possible service.
Job Description:
We are seeking an experienced IT Field Technician to join our team. The successful candidate will be responsible for deploying computer hardware, software, peripherals, and other computing devices. They will also troubleshoot problems, advise on the appropriate action, and respond to user IT requests in a timely manner.
Responsibilities:
- Assist with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment, and software.
- Respond to all service requests timely, keep customers fully updated, and ensure service call completions are documented accurately and with comprehensive details.
- Effectively diagnose and troubleshoot malfunction of computer or network devices, equipment, and systems in operation at any or all client locations relating to user error, faulty hardware, or software/server/network issues.
- Analyze service request data for trends and recommend process improvements for the ticketing system.
- Document all pertinent user identification information, including name, department, contact information, nature of problem or issue, computer name, resolution, etc.
- Attend team Level 10 meetings and monthly meetings with administration.
- Use documentation, peers, and any other resources to resolve issues on initial contact.
- Build rapport and elicit problem details from customers; prioritize and escalate problems as appropriate.
- Actively monitor and report compliance with the customer service level agreements.
- Ship and receive broken devices for repair.
- Perform other duties as assigned.
