Help Desk Technician

Job description

• Manage Help Desk tickets in a timely and efficient manner
• Monitor and respond quickly and efficiently to customer issues via phone, email, and computer chat
• Provide customer assistance and communicate any pending or unresolved issues to direct report each day
• Document all customer interactions in the ticketing system
• Run diagnostics to resolve customer-reported issues
• Escalate issues to the next Tier based on level of difficulty
• Install, make changes, and repair computer hardware and software
• Follow-up with customers to ensure issues are resolved
• Resolve technical problems with Local Area Networks (LA), Wide Area Networks (WAN), and other systems
• Collect feedback to determine patterns and issues such that they can be resolved, or FAQs can be provided to customers to ease in troubleshooting
• Submit EOD ticket performance reporting

Qualifications for Help Desk Technician

• Microsoft Certified Systems Engineer designation, preferred
• 5+ years of experience working in a help desk environment
• Microsoft O365, Azure AD, and Office experience are required
• Windows 10 experience
• Flexibility to work a variety of shifts with minimal notice
• Ability to work well with others
• Proficiency with MAC and IOS computers
• Excellent oral communication skills
• Detail-oriented and highly organized
• Ability to diagnose and resolve basic computer technical issues

Preferred experience in the following :

SolarWinds, Cisco Certs / Network Troubleshooting, Firewall Configuration (Fortinet / Watch Guard), PowerShell, Sys Admin Server Management (Microsoft AD Group Policy), Aruba Central, ConnectWise.