What are the responsibilities and job description for the Help Desk Technician position at Regional Warehouse and Logistics?
Responsibilities: Troubleshoot software, hardware and connectivity issues in person & remotely via virtual support (phone/chat) Troubleshoot video conference issues Ability to understand & articulate root cause on customer issues. Log all Service Desk contacts into Incident Management System (ServiceNow) Experience with installation, upgrade, and maintenance of software, hardware, and peripherals. Familiarity with encryption and security tools and triaging within this environment. Assist customers in gaining access to various systems and servers. Provide support for remote employees using AppStream environments, VDI machines, and Avaya/Cisco telephony. Setup and maintain shared mailboxes/distribution lists in Exchange Management Console/Exchange Admin Console. Deploy/patch software using Casper and LANDesk technologies. Communicate call trends and challenges team meetings. The ability to take on small projects from start to finish Knowledge Base and process documentation skills. Work closely with the team to resolve or properly close aging tickets. Take ownership of employee issues and follow up on the status of problem on behalf of the user and communicate progress in a timely manner. Maintain a high degree of customer service for all support queries and adhere to all service management principles.
Onsite 3 days each week
Skills
2-3 years of Service Desk or Desktop Support experience for both PC and Mac required Experience working with multiple customers face to face in a 'Walk Up Bar' type of corporate environment and virtual support via phone/chat Strong interpersonal/communication skills with the ability to communicate with technical and non-technical users effectively Passionate about providing excellent customer service and follow-thru to completion Familiarity supporting Mac OS X & Windows 7/10 Good problem solving, diagnosis and troubleshooting skills The ability to work under pressure in a fast paced environment is a must Familiarity with wired and Wi-Fi Networking with Windows Active Directory Familiarity with Exchange, AD, Software Distribution Systems, and related technologies Familiarity with Video Conferencing support and communication technologies such as Jabber, Blue Jeans, Zoom is a plus Working knowledge of collaboration tools such as Slack, Box, Google Suite Familiarity with ticketing systems such as Service Now is a plus Strong mobile support (Android, iOS, etc) experience Ability to work independently and within a team
Job Type: Full-time
Pay: $25.00 per hour
Schedule:
- 8 hour shift
- Monday to Friday
Experience:
- Help desk: 1 year (Preferred)
Work Location: In person
Salary : $25
