IT Help Desk Support

IT Help Desk Support

Duties and Responsibilities

- Provide IT support to businesses through both deskside and remote assistance.

- Ability to lift to 40 lbs for transporting and shipping equipment as necessary.

- Collaborate with team members and users in deskside or conference room settings to assist with IT daily tasks and projects.

- Provide Level 1/2 ticket resolutions for certain users, assisting with desk troubleshooting and offering support for all software and hardware issues related to laptops, desktop computers, mobile devices, peripherals, printers, and the ERP system.

- Demonstrate composure and professionalism in person and over the phone.

- Deliver excellent customer service by promptly evaluating, prioritizing, and responding to user requests.

- Ensure tickets are resolved and documented correctly and promptly.

- Assemble peripherals and accessories and install the necessary operating systems.

- Manage user accounts on all servers, including adding, removing, and preserving accounts, changing passwords, and resetting accounts for employees whose jobs have ended.

- Perform computer, software, and network troubleshooting to diagnose and resolve common issues.

- Provide Level 1/2 customer-centric technical support for the company's desktop computing environment and corporate network, including supported hardware, Microsoft Office, Outlook, other business applications, and peripheral devices.

- Respond to user requests (including remote users) to ensure immediate restoration of services for all systems by proactively recognizing and implementing necessary solutions.

- Troubleshoot issues for remote users using remote monitoring and management software.

- Research software, hardware, and system problems to provide effective solutions by diagnosing, troubleshooting, and applying available information and resources.

- Address undocumented problems by guiding customers through established processes to resolve issues over the phone and in person, using critical reasoning.

- Develop and maintain documentation for technology and business processes related to end-user support.

- Collaborate with technical teams and end-users to execute and maintain systems that apply industry best practices, ensuring the integrity and security of data, networks, and systems.

- Regularly check the ticketing system for incoming service desk requests, thoroughly vet requests, evaluate, and route them appropriately.

- Open and close service requests, manage request classifications, assign and track requests, and ensure completion of requests.

- Provide outstanding customer support while adhering to Help Desk procedures and policies.

- Ensure a positive support experience for customers by fostering good relationships and trust with corporate users through a professional attitude and a welcoming approach to addressing their issues.

Requirements – Skills, Abilities, and Knowledge for IT Help Desk Support Technician Role

- Work experience in an IT environment supporting desktops, laptops, peripherals, and printers, or possession of an Associate's degree and/or completion of a continuing education program.

- Experience working in a service/help desk setting.

- Proficient with desktop and server operating systems, as well as all Microsoft applications.

- Advanced knowledge of wireless technologies and LAN.

- Experience with ERP systems, preferably QAD.

- Strong knowledge of laptop hardware and various desktop types.

- Proficient in Active Directory and various technical support concepts, procedures, and practices.

- Reliable onsite attendance.

- Exceptional customer communication and interaction skills.

- Strong ability to work effectively with various levels within an organization.

- Ability to manage multiple tasks simultaneously.

- Capacity to work well under pressure and maintain top performance.

- Strong listening skills to fully understand end users' needs and requests.

- Exceptional ability to thrive in a challenging environment.

Job Types: Full-time, Contract

Pay: Up to $21.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Education:

• High school or equivalent (Required)

Experience:

• IT environment: 2 years (Required)
• supporting desktops, laptops, peripherals, and printers: 2 years (Required)
• service/help desk setting: 2 years (Required)
• desktop and server operating systems: 2 years (Required)
• Microsoft applications: 2 years (Required)
• wireless technologies: 2 years (Required)
• LAN: 2 years (Required)
• ERP systems: 2 years (Required)
• QAD: 2 years (Required)
• laptop hardware: 2 years (Required)
• Active Directory: 2 years (Required)
• technical support concepts, procedures, and practices: 2 years (Required)

Ability to Commute:

• Collierville, TN 38017 (Required)

Work Location: In person

Salary : $21