Help Desk Technician
3 weeks ago
Help Desk Technician
Contract through end of 2024
Key Responsibilities
- Active Directory
- Office 365
- Windows experience
Job Description
- Efficiently intake and resolve 60% of assigned tickets and service requests using defined, repeatable processes
- Listen and empathize with a wide-ranging customer base and provide helpful solutions and/or educate users with IT related issues
- Politely and efficiently probe to obtain understanding of the incoming callers issue or question
- Correspond (written, verbal, electronic) with customers in a professional and friendly manner
- Document customer interactions in a systematic, detailed, and accurate manner
- Handle sensitive and confidential information in accordance with department standards and protocols
- Collaborate actively and regularly within the Infrastructure Services team and across the broader IT organization in order to provide the best possible service to end users
Education
- Associates degree or equivalent experience is required
Experience
- Two (2) years of progressive, relevant information technology experience
Qualifications
- Proficient in using IT Service Management/Service Desk ticketing tools and can effectively create/search/modify IT Incidents and Service Request tickets in the ITSM system
- Ability to analyze and troubleshoot issues using Knowledgebase articles
- Ability to educate end users and perform basic troubleshooting for Outlook, Internet Explorer, and Skype
- Typing proficiency of 40wpm or greater
- Working knowledge of Microsoft Office, Outlook, Word and Excel
- Has fundamental knowledge of specific technologies and processes
- Solid oral and written communication skills
- Solid collaboration skills in working together with all members of the team
- Acts on, and displays commitment to, self-development
- Developing sound judgment in performing tasks and proactively contributes ideas to help improve existing processes
- Developing skills necessary to solve simple problems
- Developing analytical skills used when working with data
- Developing in offering suggestions regarding improvements or enhancements to current tasks, assignments, and projects
- Developing proficiency in understanding project management methodologies and practices, process and data analysis, and ITSM activities
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