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Description The Helpdesk Technician is responsible for problem-solving and troubleshooting first line IT related issues while providing an excellent customer experience. The candidate must have strong customer service and problem-solving skills with a lifelong learning and helping mindset. This position requires a high desire for working with both people and technology. Responsibilities
- Initial intake, triage and response/resolution of telephone or email inquiries
- Troubleshoot and manage hardware, software or network problems
- Provide first call resolution where possible
- Support cloud-based and mobile telecom
- Perform software maintenance and custom installation on end user devices
- Present solutions to technology issues and problems in user-friendly language
- Recognize and escalate more difficult issues to higher level support
- Document requests, steps taken, and all call activity
- Update and maintain knowledge articles
- Comply with all company policies and procedures, and attend all required trainings
- Resolve assigned service requests
- Other duties as assigned
- High School diploma
- 2+ years of experience in supporting users in a corporate/enterprise environment preferred
- Excellent time-management and organizational skills
- Dependable and punctual
- Excellent written and oral communication skills
- Active listening skills
- Consistent patience and understanding
- Able to work well independently as well as with a team
- Administration experience with Microsoft Windows 7, 8, 10
- Experience working with confidential information
- Functional understanding or experience with Active Directory
- Experience with iOS operating system
- Experience with VOIP phone systems
- Functional understanding of TCP/IP networks, wired and wireless (DNS, DHCP, WPA, etc.)
- College Degree or Some College preferred
- CompTIA A+, CompTIA Net +, MCP Certifications preferred
- Experience with Dell KACE or MS System Center preferred
- Administration background in macOS X preferred
- Experience Administering an MDM platform preferred
- As the handler/deployer of new desktops/machines/IT-inventory:
- Move most IT packages from reception to the IT offices and occasionally to conduct desk equipment migrations.
- Ability to lift up to 75lbs (assistance is available for heavier items)
- Unbox, break down and recycle any IT purchased inventory
- ID: #42074626
- State: Minnesota Minneapolis / st paul 55403 Minneapolis / st paul USA
- City: Minneapolis / st paul
- Salary: $51,000
- Job type: Permanent
- Showed: 2022-06-01
- Deadline: 2022-07-30
- Category: Software/QA/DBA/etc