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.
Provide Tier 1 technical support by phone, email, and service portal. Troubleshoot common hardware, software, Windows, Microsoft 365, Outlook, account, access, connectivity, printer, and application issues. Listen to the customer, ask good questions, and work through problems logically. Research unfamiliar issues using knowledge articles, documentation, vendor resources, and other approved sources. Document customer interactions, troubleshooting, and resolutions accurately in the service management system. Take ownership of assigned incidents and service requests through resolution or appropriate escalation. Provide another support team with the information they need when an issue needs to be escalated. Learn and follow Help Desk procedures, security requirements, and established processes. Take part in training, knowledge sharing, and efforts to improve how the Help Desk works. Support your teammates and contribute to a positive team environment.
Key points:
Is curious about technology and wants to understand how things work. Enjoys solving problems and figuring out why something is not working. Will take some time to research and troubleshoot before immediately asking someone else for the answer. Is comfortable saying, "I don't know," but then wants to figure out how to find the answer. Asks good questions and learns from the answers. Can learn new technology, processes, and procedures. Takes ownership of their work. Accepts coaching and feedback and uses it to get better. Communicates well with both customers and coworkers. Can work independently but also understands that the Help Desk is a team. Has an interest in continuing to develop their technical and professional skills. Formal IT experience is not required. Education, certifications, technical training, internships, personal technology projects, military experience, customer service experience, or other experiences that show problem-solving and technical ability are all worth considering. Career & Growth We see the Help Desk as a place where someone can start or continue building an IT career. If we find someone who works hard, learns quickly, takes ownership, and wants to grow, we want to help that person develop. As technicians gain experience and demonstrate what they can do, there are opportunities to take on more responsibility and continue developing their careers within Metro ITS.We are looking for someone who wants to build a career, not simply find the next job. That does not mean we expect someone to know exactly where their career will go. We want someone who is interested in learning, improving, and seeing where they can take it.
