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Help Desk Technician

3 months ago

Plymouth, United States Set Solutions, a Trace3 Company Full time

*Note this role is not with Trace3 but a trusted client


Job Summary: The Help Desk Technician will be responsible for providing technical assistance and support related to computer systems, hardware, and software. The technician will respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions. This role primarily supports users in a Windows environment.


Key Responsibilities:

  • Respond to user inquiries, assess problems and issues with IT equipment and applications, and help resolve these issues for users
  • Install, modify, and repair computer hardware and software
  • Provide support for Windows operating systems and Microsoft Office Suite
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Determine the best solution based on the issue and details provided by users
  • Walk users through the problem-solving process
  • Maintain daily performance of computer systems
  • Update software and ensure all systems are up-to-date with patches and security fixes
  • Log all help desk interactions, ensuring accurate and detailed records
  • Document resolutions and create knowledge base articles for future reference
  • Follow up with users to ensure their systems are fully functional after troubleshooting
  • Communicate effectively with users and other IT staff to explain complex technical issues in a clear and understandable manner
  • Assist in the development of user guides and provide training to users on new systems and software


Requirements:

  • Proven experience as a help desk technician or other customer support role
  • Tech-savvy with working knowledge of office automation products, databases, and remote control
  • Good understanding of computer systems, mobile devices, and other tech products
  • Ability to diagnose and resolve basic technical issues
  • Excellent communication skills