Helpdesk Technician

The IT Helpdesk Associate will be responsible for the following:Responsibilities:

• Provides local and remote support to users on installation, maintenance, and technical issues to ensure their system(s) are functioning properly.
• Provides immediate customer support for Urgent or Emergency type issues.
• Documents and logs all work done with great detail in a ticket for each issue.
• Escalates to third party vendors resources as needed.
• Follow issues through to completion and ensures proper resolution.
• Assists in creating technical documents.
• Occasional travel to other sites for project support when necessary.
• Excellent verbal and written communication skills including over the phone support.
• Excellent analytical and troubleshooting skills.
• Able to prioritize issues
• Excellent customer service skill, including the ability to deal calmly, positively, and professionally in tense or elevated situations and with upset or frustrated customers.
• Ability to diagnose, troubleshoot, obtain results, provide solutions for a broad range of technical problems.
• Responsible; able to manage time effectively and work efficiently, both with and without direct supervision.
• 1-3 years related experience, with at least 1 in understanding of hardware for related systems and/or applications.
• Dependability.
• Accessibility.

• Must be willing to work in an environment requiring broad experience, adaptability, quick learning, excellent verbal and written communication skills, and excellent problem-solving skills.
• Triage, assign, and resolve support cases via phone and email
• Background in Support Desk services
• Strong background in customer support and logical troubleshooting
• Ability to develop proficiency in ticketing software use and reporting
• Proficient in MS Office suite.
• Active directory, Support, Windows, Windows 10, Apple, and Android devices, MacOS, Troubleshooting, Office 365, Help desk, Service desk, Customer service, MS Outlook, Technical support.
• Associate's degree (A. A.) or equivalent from two-year College or technical school; or three months to one-year related experience and/or training; or equivalent combination of education and experience. Bachelor’s degree (B.A.) from four-year college or university, preferred.
• IT helpdesk experience preferred
• Experience troubleshooting Windows 7, 10, and Apple operating systems
• MS Office Applications and hardware platforms
• IT Industry certifications (MCSA, A+, Network+, etc.) preferred.