HELP DESK TECHNICIAN - ONSITE

Position Overview:

The Help Desk Technician will serve as the first point of contact for technical support within the organization. This role involves troubleshooting hardware and software issues, providing excellent customer service, and maintaining accurate records of support requests.

Job Duties:

- Respond to incoming support requests via phone, email, and ticketing system in a timely manner.

- Diagnose and resolve technical issues related to hardware, software, and networking for end-users.

- Escalate complex issues to senior team members or specialized departments when necessary.

- Document all support interactions, including problem descriptions, solutions provided, and follow-up actions.

- Maintain and update the knowledge base with common issues and solutions.

- Assist in the setup and configuration of new hardware and software for users.

- Provide training and guidance to users on various applications and systems.

- Participate in team meetings and contribute to continuous improvement initiatives.

Skills/Qualifications:

- Associate’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).

- 1-3 years of experience in a help desk or technical support role.

- Strong understanding of computer systems, networks, and common software applications.

- Excellent communication and customer service skills.

- Ability to troubleshoot technical issues effectively and efficiently.

- Familiarity with help desk ticketing systems and remote support tools.