Help Desk Technician

Job Description Help for Job Description. Opens a new window. Minimum Skills Required 1 year of College or Technical or Vocational School Customer Service experience CompTIA A+ / Server+ certification or equal certification is required. Valid driver's license. Background check, Motor vehicle record check and drug screen required. Must have access to transportation. Knowledge of Windows Server technology. Interpersonal skills required to communicate with users and vendors. Teamwork, problem solving and customer service skills. Communication and organizational skills necessary. Experience with desktop, server, and/or network technologies. Microsoft Certified Professional status is preferred.

This position entails:

Troubleshooting user problems over the phone with remote control technologies Accurate documentation of all activities conducted. Manage, maintain, troubleshoot, and support our users' networks, equipment, software and services. Learn quickly and adapt to changing requirements. Answer technical support calls. Assign ticket severity. Prioritize work accordingly. Our Service Desk representatives are responsible for: Identifying user problems and working within a structured problem management and resolution process to remediate issues within established SLAs Maintenance and problem identification and resolution activities Developing the organization's perception with existing clients through exceptional customer service Utilizing our remote monitoring and management (RMM) and professional services automation (PSA) solutions along with other service-specific tools and technologies to deliver remote user support services and update service request information Learn new technologies and management and maintenance processes Collaborate and work with other staff and vendor support resources to resolve issues The successful candidate must: Have a professional demeanor and speaking skills Interpersonal skills Relationship-building skills Problem-solving skills This position requires dedication, persistence, follow-up, effective utilization of provided resources and unbeatable customer service. This position will include and involves working with other resources and vendors to deliver effective support services. Responsibilities include Identifying, documenting, and troubleshooting user computing issues to resolution and maintaining client satisfaction. EOE