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- The purpose of this Help Desk position is to provide a proactive response and resolution to any problems or incidents discovered while monitoring the ITS fiber network, roadside devices, and software applications or working with construction project teams.
- The Help Desk Technician will be an IT professional who provides technical assistance on computer systems and serves as the first contact for customers who need technical assistance over the phone or email. We are looking for a tech-savvy help desk technician to be responsible for providing technical assistance with computer systems, hardware, and software. As a help desk technician, you are responsible for responding to email, chat, or phone queries and offering technical support to customers using computer systems, hardware, and software
- Responsibilities for Help Desk Technician
- Manage Help Desk tickets in a timely manner
- Respond to customer issues via phone, email, and computer chat and follow up with customers to ensure issues are resolved
- Document customer interactions
- Resolve customer reported issues
- Escalate unresolved issues to the next Tier
- Ability to demonstrate initiative, independence and reliability to complete tasks with little or no supervision, if necessary
- Familiarity with ticketing systems, preferably Manage Engine, is not a requirement - but is a plus