HELP DESK TECHNICIAN
2 weeks ago
Job Type Full-time
Career Level Mid Level
Education Bachelor's Degree
Location Birmingham - Birmingham, AL 35210 US (Primary)
Category Information Technology
Job Description Job Brief
We are looking for a Help desk technician to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them.
An excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.
Responsibilities
The responsibilities for this position include the following:
Serve as the first point of contact for employees seeking technical assistance thru the ticketing system
Perform remote troubleshooting through diagnostic techniques and pertinent questions
Determine the best solution based on the issue and details provided by customers
Walk the customer through the problem-solving process
Direct unresolved issues to the next level of support personnel
Provide accurate information on IT products or services
Record events and problems and their resolution in the ticket system
Perform PC staging and deployment for new employees.
Assist in documenting IT infrastructure and processes.
Pass on any feedback or suggestions by customers to the IT Director
Identify and suggest possible improvements on procedures
Job Requirements Competencies and Qualities Qualified candidates must have the following competencies and qualities:
Able to understand the perspective of the end user in all support interactions
Able to multi-task and work in a fast-paced, deadline-driven environment
Makes effective use of time and complete tasks efficiently and on time
Excellent follow-up skills and initiative to ensure support requests are resolved in a timely manner
Able to interact with employees at all levels
Able to adapt and learn quickly when technology or processes change
Resourceful and creative problem solver
Attentive to details
Strong analytical, numerical, and reasoning abilities
Self-starter and self-directed while able to collaborate effectively within a team, as well as follow company policies, processes, and procedures
Education, Experience, and Certifications Bachelor's degree in information technology or related field of study, or commensurate job experience
Help Desk experience or commensurate experience assisting end users with IT usage and troubleshooting
Experience with the following: System hardware, software, and operating systems
Cloud solutions such as Microsoft 365
Active Directory and Group Policy administration
Microsoft office applications
PI5a08c39ab467-35216-34237882
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