What are the responsibilities and job description for the Help Desk Technician (FOCUS/SIS) position at Tech Army, LLC?
Job Summary: As an IT Support Technician at Level 1, you will play a crucial role in providing frontline technical assistance to end-users within our organization. Your primary responsibility will be to diagnose and resolve technical issues, ensuring the smooth operation of computer systems, software applications, and peripheral devices. This role requires a customer-centric approach, strong problem-solving skills, and the ability to communicate technical information effectively. Key Responsibilities:
1.Technical Support:
-Provide first-level technical support to end-users via phone, email, or in-person walk-ups.
-Diagnose and resolve hardware, software, and network issues promptly.
-Walk end-users through problem-solving steps and provide clear instructions.
2.Ticket Management:
-Log, track, and prioritize support requests using the ticketing system.
-Ensure timely resolution of reported issues and escalate problems as needed.
3.User Assistance:
-Assist users in setting up, configuring, and troubleshooting.
-Educate end-users on basic software applications and system functionalities.
4.Documentation:
-Maintain accurate records of support activities, including solutions implemented and issues resolved.
-Contribute to the knowledge base by creating documentation for common technical issues.
5.Collaboration:
-Collaborate with other IT team members to resolve complex issues.
-Communicate effectively with both technical and non-technical personnel.
Qualifications:
-Great Customer Service Skills
-High school diploma or equivalent; technical certifications or relevant coursework is a plus.
-Proven experience in providing technical support, preferably in an IT helpdesk role.
-Strong knowledge of operating systems, hardware, and common software applications.
-Excellent problem-solving skills and the ability to think logically.
-Effective communication and interpersonal skills.
-Familiarity with remote desktop tools and support software.
Attributes:
- Customer-focused with a service-oriented mindset.
- Ability to adapt to a fast-paced and dynamic work environment.
- Eagerness to learn and stay updated on the latest technologies.
- Strong teamwork and collaboration skills.
