A Help Desk Technician or Analyst provides technical support to computer users. Handles customer inquiries and works to resolve technical issues with computer hardware, software or networks. Provides customer support by phone, email, live chat or with screen sharing. May refer customers with complex system or application problems for more advanced technical support. Tracks help requests using a ticketing system.
Company Overview Howard Industries, Inc. is a leading manufacturer with a rich history of producing high-quality distribution transformers and supporting advanced technology solutions. With a strong presence in the industry and a dedicated team, the company prides itself on innovation, reliability, and exceptional service. Job Summary A PC Support Technician provides essential technical assistance, troubleshooting, and maintenance for computer hardware, software, and peripheral equipment. They diagnose, repair, and install systems while providing in-person or remote support to users, ensuring optimal network and workstation performance. Key responsibilities include ticketing, system updates, and user training. " Requirements Two-year technical college degree and/or extensive prior hands-on PC hardware and software (certifications helpful but not required) Skills and qualifications Excellent problem-solving and analytical skills Comprehensive knowledge of computer systems and experience troubleshooting hardware and software The ability to break down technological processes and deliver clear, step-by-step instructions Patient, friendly demeanor with a great aptitude for listening Strong verbal and written communication skills Commitment to providing exceptional customer service Experience with the use of Remote tools Ability to work with minimum to no supervision Dependable, On-time, Organized Knowledge of Microsoft office tools such as Word, Excel, Access, etc… Team oriented Detail oriented Responsibilities Manage the processing of incoming calls via both telephone and e-mail and to ensure courteous, timely, and effective resolution of end user issues. Answering the phones and logging customer requests in the ticket tracking system. Responsible for creating and updating tickets according to standard procedures and policies. Enforce request handling and escalation policies and procedures. Monitor and test resolutions to ensure problems have been adequately resolved. Contributing to and updating knowledge base content built on problem resolution and training. Provide first-line support for help desk issues, this includes in-person, phone support and electronic communication Repair PCs Install hardware and peripherals such as memory, monitors, keyboards, printers and disk drives Assist in the customization and adaptation of existing programs to meet user requirements Provide updates, status and completion information to manager or users as needed Guide customers remotely and in person through systems configuration, troubleshooting, and maintenance
Pay:
From $31,500.00 per year
Benefits:
401(k) matching Dental insurance Health insurance Life insurance Paid time off Retirement plan
