The IT Help Desk Technician is responsible for providing IT support services to businesses and/or their customers either from an on-site location or the office. His/her job description entails resolving daily support requests and helping in completing larger IT project.
Key Responsibilities
- Serves as the first contact with customers who need technical assistance via the phone or email
- Responds to customer issues via phone, email and computer chat
- Installs and configures computer hardware, software, systems, networks, printers, and scanners
- Provides solution to software, hardware, and system problems by researching problems and questions, diagnosing, troubleshooting, and applying available information and resources
- Redirecta unresolved issues to the next level of support personnel
- Provides feedback on processes and make recommendations on areas to improve
- Installs, makes changes and repair computer hardware and software
- Develops and maintains documentation for technology and business processes for end user support
- Repairs and replaces equipment as necessary
Job Requirements/Qualifications
- Microsoft Certified Systems Engineer designation, preferred
- Proven experience as an IT Help Desk Technician or other related roles
- Proficiency with a MAC and IOS computers
- Great communication skills to work with customers
- Experience with managing and preserving technical equipment
Skills needed for this role
The IT Help Desk Technician must demonstrate composure and professionalism in person and/or on the phone.His/her role entails providing excellent service to customers by promptly evaluating, prioritizing, and responding to their requests. He/She must use problem-solving and analytical skills to troubleshoot hardware and software to find the root cause of the issue. They either address the issue or hand the problem to someone who is more qualified.
Career Level
1-4 Years Experienced Employee
Job Specializations
Computer Science, Customer Service