Help Desk Technicians

The Help Desk Technician serves as the first point of contact for staff seeking technical assistance with technology systems and applications. This role provides frontline technical support both in person and over the phone, ensuring timely resolution of issues and excellent customer service.

The Helpdesk Technician will be responsible for supervising the helpdesk system on a daily basis by addressing issues as they are received.

Responsibilities

Maintain a visible presence at the Help Desk and be readily available to assist users.

Respond to phone calls and walk-in requests; provide remote and in-person technical support.

Accurately prioritize and manage support requests.

Enforce IT/IS computer system and security policies.

Provide end-user training on system access, printing, acceptable use policies, and basic system functions.

Develop basic training materials and document routine procedures.

Stay current on Help Desk resources, technology updates, and known issues.

Escalate issues to second-level support staff as appropriate.

Maintain professional discipline and decorum within Help Desk and technology office areas.

Create, categorize, route, and track incidents accurately within the ticketing system.

Resolve documented and single-step requests (e.g., password resets).

Ensure proper incident resolution, closure, and follow-up communication with end users.

Qualifications

General Requirements

Exceptional verbal and written communication skills.

Strong customer service orientation with a friendly, professional demeanor.

Ability to multitask, prioritize, and adapt in a fast-paced environment.

Ability to work effectively both independently and as part of a team.

Strong attention to detail, initiative, and problem-solving skills.

Ability to remain professional and patient during high-volume or stressful situations.

Strong working knowledge of Windows operating systems and Microsoft Office applications (Word, Excel, PowerPoint, Outlook).

Education & Experience

Associate degree in a technical field or equivalent experience preferred.

Corporate-level Help Desk experience preferred.

Minimum of three (3) years of customer service and end-user technical support experience.

Knowledge of computer hardware and software concepts.

Strong workstation and basic network troubleshooting skills.

Albireo Energy is an international team offering solutions including building automation, systems integration, energy services, facility engineering and electrical power monitoring systems.