Job Title : IT Help Desk Technician
Job Function : IT
Job Overview :
IT help desk technicians are often the first point of contact for internal customers. They need to be proficient in technical troubleshooting, customer service, and communication. They may also perform hands-on fixes, such as installing software and hardware, configuring systems, and implementing file backups. Reports to IT Manager at Unigen, HQ, Newark, CA.
Job Responsibilities :
1. Responding to inquiries.
- Provide support to customers through help desk, phone, email, online chat, or in person.
- Educate customers on IT processes and systems.
- Assist with system configurations changes for evolving business processes.
- Help manage user accounts.
2. Troubleshooting.
Help customers with hardware and software issues.Walk customers through the process of solving problems or gathering information for steps to reproduce.Check in with customers to ensure they are satisfied with the service.3. Manage help desk tickets.
Review and respond to tickets to make sure sufficient information is gathered.Loop in other IT team member when extra support is needed.Follow up with customers on timeframes or estimations of when they can expect a resolution.Close out tickets and document resolution details, steps taken for further review.4. Communicating feedback
Share customer feedback with the appropriate internal team members.Identify and document common issues with software and suggestions for continuous improvement.Document steps taken or lessons learned for internal knowledge base references.Other duties and tasks as assigned.
Qualifications :
Education : Bachelor's degree in information technology, computer science, network administration or other related field.Experience : Minimum of 5 year of experience in IT or related field.Skills :Experience with ticketing systems a must.
Systems and application support experience with Microsoft Windows, Google Workspace, Microsoft Office.Ability to quickly pick up and adapt to new software and systems quickly is important.Strong analytical and troubleshooting skills.Excellent communications and customer service skillsAbility to work collaboratively in a team environmentExperience with Jira and Confluence is a plus.Familiarity with Electronics Manufacturing industry environment is advantageous.
