IT Help Desk Technician

2 weeks ago

Tampa, United States Buchanan Technologies Full time

Job Title: IT Help Desk Specialist

Job Overview: The IT Help Desk Specialist will serve as the first point of contact for end users seeking technical assistance over the phone or via email. This entry-level role will involve responding to queries, running diagnostic programs, isolating problems, and determining and implementing solutions.


This is a part time role consisting of a 3-day work week from 8-5 PM


Responsibilities and Duties:

  • Serve as the first line of support for users experiencing IT issues.
  • Answer, evaluate, and prioritize incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
  • Interview users to collect information about the problem and lead the user through diagnostic procedures to determine the source of the error.
  • Handle problem recognition, research, isolation, resolution, and follow-up for routine user problems, referring more complex problems to supervisor or technical staff.
  • Log and track calls using problem management database, and maintain history records and related problem documentation.
  • Prepare standard statistical reports, such as help desk incident reports.
  • Analyze and evaluate incident reports and make recommendations to reduce the help desk incident rate.
  • Assist in the development of training materials and procedures, and/or train users in the proper use of hardware and software.
  • Stay current with system information, changes, and updates.
  • Participate in on-call rotation and provide after-hours support as needed.


Qualifications:

  • High school diploma required; degree in computer science or related field preferred.
  • Basic understanding of computer systems, mobile devices, other tech products, and network systems.
  • Familiarity with Windows/Mac OS environments, Microsoft Office Suite, and ticket tracking systems.
  • Ability to diagnose and resolve basic technical issues.
  • Excellent problem-solving and communication skills.
  • Ability to provide step-by-step technical help, both written and verbal.
  • Willingness to learn new technologies and maintain industry knowledge.
  • Ability to work independently and within a team environment.

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