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Information Technology Help Desk Technician

3 months ago

Cranberry Township, United States All Lines Technology Full time

All Lines Technology is seeking a Help Desk Technician to join our IT staff. In this role you will support and maintain the organization's computer systems, desktops, and peripherals You will troubleshoot problem areas in a timely fashion and provide end-user assistance where required. This ideal candidate should possess strong communication skills and be familiar with remote troubleshooting techniques. You must be able to operate within a fast-paced, rapidly changing growth environment.

As the Help Desk Technician your first task will be to assist with converting the current Transportation Management Software to the new tool. This will require you to learn current software package and assist, at times lead, with converting data to the new software package. This is a priority project.

What attributes will make you successful in this role?

  • You have a service-oriented personality with excellent customer service and interpersonal skills.
  • You are organized with strong follow-up capability and able to work at appropriate levels of detail relative to the task at hand.
  • You can independently make decisions on course of action to get the employee/agent back into production in a timely manner.
  • You have superb judgment and the ability to work calmly under pressure.
  • You are a results-oriented, self-motivator who can work proactively and independently.

What will you do as the Help Desk Technician?

  • You will provide technical support to our employees and agents by answering incoming calls, support emails, and support chats.
  • Document, resolve, or escalate the issues as needed.
  • Provide onsite and remote Help Desk support for desktops, laptops, and mobile devices - Apple and Android phones.
  • Respond to emails and chats from employees/agents seeking help with software and/or computer related issues
  • Respond to incoming support phone calls professionally and in a friendly manner to resolve technical issues.
  • Keeping detailed notes about the problem and resolution.

What should you bring to the role?

  • Degree/Certificate in a computer related field is preferrable. 1+ years of experience in lieu of a degree may be substituted for education/training.
  • Previous Help Desk experience required
  • Troubleshooting experience with Microsoft Windows and Microsoft Office.
  • Knowledge or experience (or least similar tools) of LogMeIn, Zoom, TeamViewer to assist our remote users and agents.
  • Customer Service center experience a plus.
  • Excellent time management and problem-solving skills and ability to multitask and prioritize work with attention to detail.