What are the responsibilities and job description for the Customer Help Desk Technician position at Sysazzle, Inc.?
Position Summary :
Under general supervision, provides customer service and technical support by applying a broad understanding of computer systems products and services.
Maintains information technology service, functionality, and user satisfaction by answering questions, troubleshooting, and resolving complex problems.
Performs related duties as assigned or directed.
Job Responsibilities :
Serve as the first technical point of contact for users experiencing issues with department web-based portals, websites, and information-sharing systems, including troubleshooting account creation and management, login difficulties, form submissions, payment processing, and other common user issues.
Respond to and resolve customer inquiries via phone, email, or chat within established service level agreements (SLAs) or department-defined timelines and protocols, ensuring timely and accurate information is provided.
Escalate unresolved technical issues to higher-level support teams when necessary, providing detailed documentation of the problem and any steps taken toward resolution.
Diagnose and resolve basic technical problems related to browser compatibility, network connectivity, and account-related issues such as password resets and profile management.
Collaborate with other technical resources to identify and resolve common technical issues and propose improvements to the customer experience based on recurring issues.
Monitor portal performance in real-time, identifying any system outages, slowdowns, or errors, and proactively informing users of known issues.
Maintain and update an internal knowledge base with common troubleshooting steps, FAQs, and process documentation to help streamline customer support efforts.
Regularly review user feedback and support tickets to identify trends, making recommendations for knowledge base improvements, additional resources, or changes to the system's user interfaces based on common user challenges.
Train new Help Desk Technicians, sharing best practices, technical knowledge, and customer service techniques.
Ensure all interactions comply with privacy policies and data protection regulations, safeguarding user information.
Skills Required :
Knowledge of the principles, capabilities, and operation of computer systems and networks.
Proficiency with remote desktop control tools to troubleshoot and evaluate issues via telephone.
Understanding of computer helpdesk operating procedures and problem escalation procedures.
Skill in recognizing, identifying, analyzing, and correcting hardware and software malfunctions for computer and network problems.
Effective communication with customers regarding technical needs and computer system problems.
Ability to enter issues into the Help Desk ticket tracking application and escalate tickets to higher support functions as needed.
Capable of providing excellent and courteous customer service, even in high-stress or contentious situations.
Ability to follow detailed verbal and written instructions.
Effective working with customers, vendors, and other data processing personnel.
Use of good judgment and caution to execute computer procedures properly.
Ability to utilize technical reference manuals to resolve problems.
Proficiency in communicating effectively both orally and in writing with Department employees and customers.
Skill in analyzing and troubleshooting hardware and software problems.
Ability to complete work activities using established procedures and guidelines.
Ability to complete work activities with minimal supervision and take responsibility for actions.
Experience Required : Requires a minimum of two (2) years of experience in a help desk or computer support role.
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