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Help Desk Technician

4 months ago

Washington, United States Addison Group Full time

Position Overview: As a Tier 1 Helpdesk Professional, you will be the first point of contact for IT support within the organization. Your role is crucial in ensuring smooth and efficient resolution of technical issues, providing exceptional customer service, and contributing to the overall productivity of the company. This position is ideal for someone who is passionate about IT, enjoys problem-solving, and is eager to develop their skills with the potential to grow into a System Administrator role.


Key Responsibilities:

  • Provide excellent customer service to all users across the organization, demonstrating the ability to work effectively with diverse backgrounds and varying levels of technical expertise.
  • Manage and resolve help desk tickets using ServiceDesk (ManageEngine), ensuring timely and accurate documentation of issues and solutions.
  • Perform Tier 1 technical support tasks, including password resets, email account management (O365), and basic troubleshooting.
  • Assist with the management and maintenance of Azure or other cloud services, ensuring smooth operation and user accessibility.
  • Collaborate with other IT team members to escalate and resolve more complex issues as needed.
  • Maintain a high level of professionalism and communicate technical information clearly and effectively to non-technical users.
  • Continuously seek to improve your knowledge and skills, demonstrating a willingness to learn and grow into a System Administrator role.


Required Technical Skills:

  1. Customer Service Skills:
  • Demonstrated ability to provide excellent customer service.
  • Experience working with diverse teams and individuals.
  • Strong communication and interpersonal skills.
  1. Help Desk Ticketing System Management:
  • Proficient in using ServiceDesk (ManageEngine) or similar ticketing systems.
  • Ability to manage, prioritize, and resolve help desk tickets efficiently.
  1. Tier 1 Technical Support:
  • Experience with password resets, email account management (O365), and basic IT troubleshooting.
  • Familiarity with Azure or any other cloud service.