Help Desk Technician

Primary functions will include:

Primary contact for all employee support calls.

Handle first-line troubleshooting to understand employee problems.

Attempt to resolve or adequately diagnose problem.

Create Service Desk tickets and document updates for each call.

Escalate complex problems to the next level of support as required by documented procedures.

Respond to employee calls, e-mails, and other requests for technical support.

Show sensitivity to callers' needs and situations.?

Communicate efficiently and effectively with employees.

Actively use and update the service desk knowledge base to resolve issues.

Keep a clean and neat Appearance for a professional environment.

Comfortable working in close quarters environments.

Available for Saturday morning technical support on a rotating schedule.

Ability to lift 50+ pounds.




Skills, knowledge and experience:

A Student working towards a CompTIA A+ certification or two year degree in Information Technology or equivalent.

CompTIA Net+ or Security+ also a plus; Microsoft Certified Desktop Support Technician desirable.

Prefer one to two years customer service experience in a helpdesk support environment.

Strong organizational and communication skills.


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