The Help Desk Technician reports to the Manager, Technical Support and works closely with other IT team members, business leaders, and end users. This position requires an in-depth understanding of Mariani infrastructure; including Networks, Servers, Workstations, Unified Communication and Mobile Phone equipment. This position is the front-line help desk in handling incoming calls, emails and walk-up requests for assistance. This position encompasses inputting, tracking, and updating user service requests, as well as maintaining and tracking Information Technology assets. The focus is to set and deliver on expectations in support of the business while building trusted relationships with the user community.
Accountability # 1 – Computer / Infrastructure Support 60%
Serve as the first point of contact for customers seeking technical assistance over the phone or email
Perform remote troubleshooting through diagnostic techniques and pertinent questions
Determine the best solution based on the issue and details provided by customers
Walk the customer through the problem-solving process
Direct unresolved issues to the next level of support personnel
Provide accurate information on IT products or services
Record events and problems and their resolution in logs
Follow-up and update customer status and information
Pass on any feedback or suggestions by customers to the appropriate internal team
Identify and suggest possible improvements on procedures
Accountability # 2 – Communication / Coordination 30%
Promptly informs manager of known or anticipated problems.
Acts as a problem solver and team player.
Positive relationships are built and maintained with all parties ensuring recommendations are made and cascaded across the team.
Must have good written and verbal communication skills.
Must be experienced with a personal computer, MS Word, Excel MS Outlook and System 2000.
Keeps management team abreast of significant issues or developments identified during routine activities and actions being taken to improve the situation.
Accountability # 3 – Development / Values / Aspirations 10%
Partners with IT Director in identification of technical, professional, and leadership development opportunities for self and reporting team members.
Demonstrates Mariani Company Values and Aspirations in daily work life, internal and external interactions.
Serves as a Mariani Ambassador in understanding and promoting company products within spheres of influence.
Inspire others through exceptional interpersonal and customer service.
Good understanding of computer systems, mobile devices and other tech products, Ability to diagnose and resolve basic technical issues, Excellent communication skills, Customer-oriented and cool-tempered
Associate’s degree or equivalent experience is required.
MCITP or MCSA or equivalent certifications
5+ years’ experience working in the Information Technology field, preferably at a Tier2 support position.
In-depth technical experience and knowledge of PC hardware, the Microsoft Windows platform, and the Microsoft Office suite of products are required.
Ability to diagnosis and resolve problems.
Knowledge of printer hardware and software, troubleshooting printer driver issues.
Experience supporting IOS and Android Smartphones and tablets.
Support of Phone systems preferably Cisco.
Basic knowledge of networking services including TCP/IP, DNS, DHCP and network hardware including wireless routers.
Experience in supporting Microsoft Office suite.
Thorough knowledge and support of Microsoft Outlook.
Excellent interpersonal written and oral communication skills.
Managing Multiple Priorities
Ability to learn skills