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Information Technology Help Desk Technician

2 months ago

Ridgefield Park, United States Idexcel Full time

Job Title: IT Helpdesk Technician

Location: Plano, TX

Duration: Long Term


Summary & Required Skills:

We are looking for a competent Help desk technician to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them.

An excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.

The goal is to create value for clients that will help preserve the company’s reputation and business.


Responsibilities:

  • Serve as the first point of contact for customers seeking technical assistance over the phone or email
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Determine the best solution based on the issue and details provided by customers
  • Walk the customer through the problem-solving process
  • Direct unresolved issues to the next level of support personnel
  • Provide accurate information on IT products or services
  • Record events and problems and their resolution in logs
  • Follow-up and update customer status and information
  • Pass on any feedback or suggestions by customers to the appropriate internal team
  • Identify and suggest possible improvements on procedures


Requirements/Qualifications:


  • Proven experience as a help desk technician or other customer support role
  • Tech savvy with working knowledge of Laptops PC(include printer), network and security software (NASCA, ESCORT, Anti-Virus etc)
  • Good understanding of computer systems, mobile devices and other tech products
  • Able to install and configure Laptops, PC's and Desktops, Printers and peripherals
  • Ability to diagnose and resolve basic technical issues
  • Computer skills must include: Microsoft Office Suite, SAP GUI
  • Install and repair Laptop PC, Printers
  • Experience with LAN and Cabling
  • 1~4 years’ experience working in helpdesk area with break/fix experience and/or with related education/training
  • But entry level is applicable.
  • Excellent communication skills
  • Customer-oriented and cool-tempered
  • BSc/BA in IT, Computer Science or relevant field
  • A+ Certificate is preferred

Skill matrix

Technical Support: Years

Laptops PC(include printer):

Network and security software (NASCA, ESCORT, Anti-Virus etc): Years

SAP GUI: Years

Microsoft Office Suite: Years