What are the responsibilities and job description for the Help Desk Technician position at Surge?
Summary
The Help Desk Technician is responsible to provide a single point of contact to the organization for information technology related problems. Assist business customers with telephone, email or trouble ticket enquiries to resolve or escalate IT systems issues and problems. Provide support and incident management and client communications for IT systems faults and service requests.
This position is a full-time, direct hire position located in (HQ) Columbus, Ohio.
Surge is a national leader with over 50 years of experience providing quality staffing and innovative workforce solutions. We take priority in building personal, long-term partnerships with our clients, and ensuring that each placement is the right fit. We are unlike other staffing agencies in that we take the time to get to know your company and its goals. Our national network has connected more than 122,000 employees on an annual basis and growing.
Primary Functions
- Provide first line support for any information technology issues and problems.
- Provide assistance by phone, email and/or using a ticket management system.
- Track issues to resolution.
- Update the internal knowledgebase with issue resolution details.
- Track user account creation, changes and deletions.
- Perform password resets and re-certify tokens.
- Support computers, laptops, tablets, smart phones and applications.
- Monitor and escalate alerts from antivirus systems.
- Monitor backup system alerts and escalate errors.
- Maintain user accounts including rights, permissions and systems groups.
- Manage critical incidents.
- Escalate problems as required to Tier 2 and Tier 3 support teams.
- Quickly and accurately determine incident scope and impact.
- Follow up on tickets at pre-defined intervals until resolved.
- Update daily status reports.
- Act as a liaison between customers and technical escalation teams.
- Perform other duties as assigned
Secondary Functions:
- Customer Service
- Planning & organizing
- Problem Solving
- Time management
- The ability to communicate information effectively to a third party
- The ability to communicate in a pleasant and efficient manner with people at all levels in the organization
- Methodical approach to problem solving using appropriate tools
Qualifications:
- Self-motivated
- Proven ability to work co-operatively as part of a team
- Proven ability to work in a busy environment
- Aware of quality management systems
- Proficient in the following technologies:
- MS Windows 10
- MS Office
- MS Outlook
- MS Exchange Administration
- Terminal Services / Remote Access software
- Active Directory
- Help desk / ticketing software
Equal Opportunity Employer
Surge is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, national origin, veteran status, genetic information, or any other status protected by law. Surge is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities.
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