What are the responsibilities and job description for the Help Desk IT Support II position at Triple Cities Network Solutions?
About the IT Help Desk Technician Position
We are looking for a qualified Helpdesk Technician to provide fast and useful technical assistance on computer systems. You will answer queries on underlying technical issues and offer advice to solve them.
An excellent Helpdesk Technician must have sufficient technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and composed, to deal with demanding customers.
Your goals will be to build value for clients that will help protect the company's character and business.
IT Help Desk Technician Responsibilities
Serve as the first point of contact for customers exploring technical assistance over the phone or email
Complete remote troubleshooting through diagnostic techniques and pertinent questions
Discover the best solution based on the issue and details provided by customers
Walk the customer through the problem-solving process
Direct unsolved issues to the next level of support personnel
Provide detailed information on IT products or services
Record events and problems and their resolution in logs
Follow-up and update customer status and information
Pass on any feedback or suggestions by customers to the appropriate internal team
Identify and suggest possible improvements to procedures
IT Help Desk Technician Requirements
Some experience as a help desk technician or other customer support role
Tech savvy with working knowledge of office automation products, databases, and remote control
Good understanding of computer systems, mobile devices, and other tech products
Ability to diagnose and solve basic technical issues
Proficiency in English
Excellent communication skills
Customer-oriented and cool-tempered