Online Help Desk Technician

4 weeks ago

Fond Du Lac WI, United States Sadoff Iron & Metal Full time

As an IT Service Desk Analyst, you will play a vital role in providing exceptional technical support and assistance to our organization's employees and customers. You will be responsible for promptly resolving IT-related issues, answering inquiries, and delivering a high level of customer service. Helpdesk Support: Respond to IT service requests and incidents via various channels (phone, email, ticketing system, or in-person) and provide timely resolutions to technical problems while maintaining excellent customer service.
Troubleshooting: Identify and diagnose hardware, software, and network-related issues reported by end-users. Incident Management: Log and track all incidents and service requests in the ticketing system, ensuring accurate and detailed documentation of the troubleshooting process and the solution provided.
Escalation Management: Escalate unresolved issues to the appropriate IT support teams or higher-level analysts while ensuring that the end-users are kept informed about the status and progress of their requests.
User Account Management: Assist with user account setup, password resets, access permissions, and other account-related tasks, adhering to security policies and protocols.
Software/Hardware Deployment: Install, configure, and troubleshoot software applications and hardware devices for end-users. IT Knowledge Base: Contribute to the maintenance of the IT knowledge base by documenting known issues and solutions for quick reference and self-service by end-users.
User Training: Provide basic training and guidance to end-users on how to use standard software and IT systems effectively.
Proactive Monitoring: Monitor IT systems and networks for potential issues and initiate appropriate actions to prevent or mitigate problems before they escalate.
Suggest improvements to IT service desk processes, tools, and procedures to enhance service delivery and customer satisfaction.
Adherence to IT Policies: Ensure compliance with IT policies, security guidelines, and data protection regulations during all support activities.
Proven experience in a customer-facing technical support role, preferably in a helpdesk or service desk environment.
Windows, macOS) and common software applications.
Familiarity with basic networking concepts, troubleshooting, and protocols (TCP/IP, DNS, DHCP).
Ability to diagnose and resolve hardware and software issues with PCs, laptops, and mobile devices.
Customer-oriented approach with a focus on delivering high-quality service.
IT certifications (e.g., CompTIA A+, Microsoft Certified Professional) are a plus but not mandatory.
QUALIFICATIONS, EDUCATION AND EXPERIENCE/TRAINING
Associate’s degree or vocational training in Information Technology, or related field
Prolonged periods of sitting at a desk and working on a computer.
Must be able to regularly travel.

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