What are the responsibilities and job description for the IT Help Desk Technician position at Primary Color?
The IT Help Desk Technician provides technical support and assistance to end-users regarding hardware, software, and network-related issues. This role involves troubleshooting problems, providing solutions, and ensuring a high level of customer satisfaction. The IT Help Desk Technician is the first point of contact for all IT-related inquiries and works under the guidance of the IT Management to maintain the efficient operation of the IT support function.
Key Responsibilities:
Technical Support:
- Respond to requests for technical assistance via phone, email, or in-person.
- Diagnose and resolve technical hardware and software issues.
- Guide users through step-by-step solutions and provide remote support, as necessary.
- Install, configure, and maintain computer systems and peripherals.
- User Assistance:
- Assist users with software applications, operating systems, and basic network issues.
- Create and maintain user accounts and permissions in various systems.
- Incident Management:
- Record and track all incidents and service requests in the ticketing system.
- Prioritize and manage multiple open cases at one time.
- Escalate unresolved issues to appropriate technical teams or senior staff.
- Follow up with users to ensure issues are resolved satisfactorily.
- Documentation:
- Document all support activities, resolutions, and updates in the ticketing system.
- System Maintenance:
- Perform routine maintenance on IT systems, including updates and patches.
- Assist with the deployment of new hardware and software.
- Conduct regular system checks to ensure optimal performance.
- Professional Development:
- Stay current with new technologies, trends, and best practices in IT support.
- Participate in training sessions and workshops to enhance skills and knowledge.
Qualifications:
- Education:
- CompTIA A , Microsoft Certified IT Professional are a plus.
- Experience:
- 1-2 years of experience in an IT support role or similar position.
- Experience with Windows/MAC operating systems and Microsoft Office Suite.
- Skills:
- Excellent problem-solving and troubleshooting abilities.
- Strong communication and interpersonal skills.
- Ability to work independently and as part of a team.
- Good organizational skills and attention to detail.
- Technical Knowledge:
- Basic understanding of networking concepts and protocols.
- Knowledge of IT support tools and ticketing systems.
- Familiarity with remote support tools and techniques.
Travel Requirements:
- Periodic travel may be required to support our Burbank location.
Job Type: Full-time
Pay: $18.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Experience:
- IT support role or similar position.: 2 years (Required)
Work Location: In person
Salary : $18