Summary: The Help Desk Technician is responsible for providing technical support to end-users, resolving issues related to hardware, software, and network problems. This role involves diagnosing and troubleshooting problems, escalating issues as needed, and ensuring a positive end-user experience.
DUTIES AND RESPONSIBILITIES:
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Provides first-level technical support to end-users via phone, email, or in-person.
- Diagnoses and resolves hardware, software, and network issues.
- Walks end-users through problem-solving processes.
- Analyzse and resolve technical issues in a timely and efficient manner.
- Escalates complex problems to appropriate IT personnel when necessary.
- Creates and maintains documentation for troubleshooting procedures and common issues. •
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Logs and tracks support requests using a ticketing system.
- Educates end-users on basic software and hardware usage.
- Provides guidance on preventative measures to avoid common issues.
- Installs, configures, and updates software applications.
- Assists with software deployment and upgrades.
- Performs routine maintenance on computer systems and peripherals.
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Coordinates hardware repairs or replacements as needed.
- Assists in troubleshooting network connectivity issues.
- Collaborates with network administrators to resolve complex network problems.
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Ensures a high level of customer satisfaction by addressing end-users' needs in a professional and friendly manner.
- Communicates effectively with non-technical users.
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Performs all other duties as assigned.
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Professionalism – Demonstrates effective communication, integrity, and a commitment to high-quality work. Shows accountability for their actions and maintain a positive and respectful attitude in all interactions, while upholding the highest ethical standards.
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Customer Service – The ability to satisfy the expectations and requirements of customers. Displays courtesy and sensitivity and responds promptly to service requests. Identifies customer needs and explains services clearly. Handles difficult situations.
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Attendance/Punctuality – Demonstrates the ability to arrive to work, meetings, and events early. Always goes above and beyond to ensure deadlines are met.
- Instructing – Teaching others how to do something in a clear and concise manner that is effective and easy to understand.
- Complex Problem Solving – Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
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Technical Learning – Picks up on technical things quickly. Can learn new skills and knowledge. Is good at learning new industry, company, product, or technical knowledge and does well in technical courses and seminars.
While performing the duties of this job, the individual must be able to remain in a stationary position for 90 percent of the time while operating their computer and performing office work. The individual needs to occasionally move about inside the office. They constantly operate a computer and other office productivity machinery, such as a calculator, copy machine, fax machine, and computer printer. They must be able to exchange accurate information with customers and others in the office while interacting. The employee must regularly move up to 15 pounds and occasionally up to 25 pounds. The individual must be capable of reviewing their work for errors and make adjustments as necessary.
While performing the duties of this Job, the individual is occasionally exposed to moving mechanical parts. The noise level in the work environment is usually low to moderate. The individual frequently works in a controlled climate.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Education and/or Experience - IF REQUIRED: High School Diploma (or GED or High School Equivalence Certificate) Ex: High School Diploma (or GED or High School Equivalence Certificate); Bachelors degree preferred, two or more years commercial electrical experience; or equivalent combination of education and experience.
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Language Skills – IF REQUIRED: Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to effectively present information to management, public groups, and/or board of directors. Ability to interact clearly and effectively, in both written and oral communication, with supervisor, clients, staff, vendors, etc.
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Mathematical Skills – IF REQUIRED: Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
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Computer Skills - IF REQUIRED: To perform this job successfully, an individual should be proficient in personal computer skills including electronic mail, record keeping, routine database activity, word processing, spreadsheet, graphics, etc. This role requires an above-average knowledge of Microsoft Office.
