What are the responsibilities and job description for the IT Helpdesk Technician position at VensureHR?
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About Us
Vensure Employer Solutions is the largest privately held organization in the HR technology and service sector, providing a comprehensive portfolio of solutions, including HR / HCM technology, managed services, and global business process outsourcing (BPO). The company and its service providers collectively serve over 95,000 businesses and process over $135B in annual payroll. As a "One Employer Solution” headquartered in Chandler, Arizona, Vensure helps thousands of businesses streamline and grow their operations with custom strategies that benefit both employers and employees. Find out more by visiting www.vensure.com
Position Summary
We are seeking a Help Desk Technician to join our team. The Help Desk Technician will be the first line of defense for all IT Technicians. You will answer phones and emails and turn these calls in to tickets for Tier 2 and Tier 3 technicians. You will support the customer with first call resolve issues, such as resetting passwords, mapping drives and printers, and educating the user on self-help documents. You will strive to achieve the best customer support through training, knowledge, and ingenuity. You always pride yourself in proper office etiquette and display professionalism.
Essential Duties and Responsibilities
- First line of defense for the IT Technical Teams. Answer phones, route calls accordingly, create tickets on behalf of the customer, work tier 1 level tickets, route tickets in the enterprise ticketing system to proper teams and / or technicians for upper-level support.
- Work as part of a Help Desk Team, answering questions and working first call resolve issues for employees, via phone, chat or through an enterprise ticketing system.
- Typical duties may include resetting of user passwords, general technology questions, basic troubleshooting of PCs, mobile devices, printers, and phones, and education the customer on self-help documentation.
- Document, track and monitor problems to ensure timely resolution of issues.
- Learning new skills from Tier 2 level teams for job mobility.
- Writing knowledge documents for training and educational purposes.
- Receive hands-on or virtual training to learn skills that will enable you to assist in projects.
- Project work to assist upper-level teams and gain real-time experience for more complex duties.
Knowledge, Skills, and Abilities
Education & Experience
Employment Type : Full Time
Salary : $135
