Help Desk Technician

3 weeks ago

Fort Worth, United States CornerStone Technology Talent Services Full time

Job Description: Technical Help Desk Technician


The Technical Help Desk Technician is responsible for providing second-level support for standard software, hardware, ordering systems, handheld devices, and certificate activation processes. This role ensures an effective diagnostic evaluation of end-user needs and consistently delivers timely and satisfactory resolutions to technical issues.


The position also involves delivering technical training and support to personnel and customers via phone. A strong emphasis is placed on providing exceptional customer support, resolving issues effectively in a single interaction, and fostering a seamless customer experience.


Responsibilities:

  • Provide technical resolutions, including but not limited to:
  • Identifying, researching, and resolving technical problems.
  • Responding promptly to support requests via phone, chat, and email.
  • Accurately document, track, and monitor reported issues to ensure timely resolution using Salesforce.
  • Escalate recurring or impactful issues to Business Analysts and Team Leads as necessary.
  • Work in various inbound call queues as assigned by Workforce Management.
  • Function independently, meeting quality, timeliness, and service standards.
  • Consistently achieve department KPI metrics, including call quality, service levels, resolution times, schedule adherence, and attendance.
  • Participate in special projects and other duties as assigned.


Qualifications:

  • 2+ years of experience in a Help Desk call center environment.
  • Technical degree or relevant technical certification.
  • Experience in remote desktop troubleshooting.
  • Proven technical support and customer service experience, including software and mobile device support.
  • Strong customer service and troubleshooting skills with the ability to build rapport and communicate effectively with diverse audiences.
  • Excellent verbal and written communication skills.
  • Proficiency with MS Word, Excel, Outlook, and PowerPoint.
  • Experience with Salesforce or similar ticketing systems.


Key Responsibilities:

  • Provide remote technical support to users experiencing issues with ordering systems and related technologies.
  • Deliver a high level of customer satisfaction through clear communication, problem-solving, and efficient resolution of technical challenges.


This position offers an opportunity to work in a dynamic environment, supporting critical operations while demonstrating technical expertise and a commitment to exceptional customer service.

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