What are the responsibilities and job description for the Helpdesk Technician position at The Whiting-Turner Contracting Company?
Category
Information Technology
Job Location
300 E. Joppa Road 8th Floor, Towson, Maryland
Additional Locations
300 E. Joppa Road 8th Floor, Towson,
Position Type
Full-Time/Regular
The Whiting-Turner Contracting Company is an Equal Opportunity Employer, including the disabled and veterans.
Summary: Provide end-user support to employees on all company supported hardware and software. Assess problems and assign work orders to second and third tier support. Position reports directly to the Helpdesk Manager
Primary Duties:
- Address user inquiries via phone and email to the Helpdesk
- Determine source of computer problems via troubleshooting (hardware, software, user access, etc.).
- Assign work orders to desktop and network groups in ticketing software
- Document resolutions in ticketing software for future reference.
- Learn fundamental operations of commonly used software, hardware, and other equipment.
- Enforce I.T. policies, regulations and corporate policy related to I.T. functions
- Escalate inquiries when necessary to 2nd and 3rd tier support
- Act as a liaison between customers and internal support staff to assure accurate problem interpretation. Maintain communications with customers during the problem resolution process.
- Track terminated employees, retrieve equipment, backup data upon request and return equipment in Asset Management Systems.
- Other duties as assigned.
Requirements:
- Ability to provide technical support over the phone; excellent communication skills, professional demeanor, previous customer service experience is desired, but not necessary
- Excellent problem-solving skills; ability to visualize a problem or situation and think abstractly to solve it and assign to correct resource with department
- Ability to handle constantly changing flow of traffic; maintain productive environment.be able to multitask effectively during busy times.
- Exercise patience and professionalism during stressful situations.
- Demonstrate excellent writing ability.
- Must have college degree.
Required Skills
Required Experience
