Help Desk Technician

4 weeks ago


Seattle, United States iMatch Technical Services Full time

Help Desk Technician

Contract through end of 2024


Key Responsibilities

  • Active Directory
  • Office 365
  • Windows experience


Job Description

  • Efficiently intake and resolve 60% of assigned tickets and service requests using defined, repeatable processes
  • Listen and empathize with a wide-ranging customer base and provide helpful solutions and/or educate users with IT related issues
  • Politely and efficiently probe to obtain understanding of the incoming callers issue or question
  • Correspond (written, verbal, electronic) with customers in a professional and friendly manner
  • Document customer interactions in a systematic, detailed, and accurate manner
  • Handle sensitive and confidential information in accordance with department standards and protocols
  • Collaborate actively and regularly within the Infrastructure Services team and across the broader IT organization in order to provide the best possible service to end users


Education

  • Associates degree or equivalent experience is required


Experience

  • Two (2) years of progressive, relevant information technology experience


Qualifications

  • Proficient in using IT Service Management/Service Desk ticketing tools and can effectively create/search/modify IT Incidents and Service Request tickets in the ITSM system
  • Ability to analyze and troubleshoot issues using Knowledgebase articles
  • Ability to educate end users and perform basic troubleshooting for Outlook, Internet Explorer, and Skype
  • Typing proficiency of 40wpm or greater
  • Working knowledge of Microsoft Office, Outlook, Word and Excel
  • Has fundamental knowledge of specific technologies and processes
  • Solid oral and written communication skills
  • Solid collaboration skills in working together with all members of the team
  • Acts on, and displays commitment to, self-development
  • Developing sound judgment in performing tasks and proactively contributes ideas to help improve existing processes
  • Developing skills necessary to solve simple problems
  • Developing analytical skills used when working with data
  • Developing in offering suggestions regarding improvements or enhancements to current tasks, assignments, and projects
  • Developing proficiency in understanding project management methodologies and practices, process and data analysis, and ITSM activities


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