Information Technology Help Desk Technician

2 days ago

Plano, United States MindSource Full time

Job Title: IT Helpdesk Technician

Contract Period: 1 year + Extension

Working Hours: 8:30 AM - 5:30 PM

Work Address: Plano, TX 75075

Job Description

We are seeking a competent IT Helpdesk Technician to provide fast and effective technical assistance on computer systems. The ideal candidate will address basic technical issues, offer advice, and ensure customer satisfaction. The role requires strong technical knowledge and effective communication skills to understand and resolve issues. Additionally, the technician should be customer-oriented and patient, particularly when handling challenging situations.

Responsibilities:

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

Requirements/Qualifications:

  • Proven experience as a help desk technician or in a customer support role.
  • Tech-savvy with working knowledge of laptops, PCs (including printers), and network and security software (e.g., NASCA, ESCORT, Anti-Virus).
  • Good understanding of computer systems, mobile devices, and other tech products.
  • Ability to install and configure laptops, PCs, desktops, printers, and peripherals.
  • Proficiency in diagnosing and resolving basic technical issues.
  • Computer skills must include Microsoft Office Suite and SAP GUI.
  • Experience with LAN and cabling.
  • 1-4 years of experience in a helpdesk role with break/fix experience or relevant education/training; entry-level candidates are also encouraged to apply.
  • Excellent communication skills.
  • Customer-oriented with a cool-tempered demeanour.
  • BSc/BA in IT, Computer Science, or a relevant field.
  • A+ Certification is preferred.

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