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Help Desk Technician

4 months ago

Atlanta, United States OSTechnical Full time
Job DescriptionJob Description

Summary of Role:

We're in need of a Help Desk Technician to provide prompt and effective technical assistance regarding computer and software systems. You'll be the initial point of contact for customers seeking help, addressing basic technical issues and guiding them through solutions. This position reports to the IT Service Desk Manager. The ideal candidate will possess a proactive work ethic and strong technical skills, along with the ability to communicate solutions clearly.

Essential Duties and Responsibilities:

- Act as the first contact for customers seeking technical support via phone, email, or in person.
- Conduct remote troubleshooting using diagnostic techniques and relevant questions.
- Determine the best solution based on customer descriptions of the issue.
- Guide customers through the problem-solving process.
- Escalate unresolved issues to the appropriate support level.
- Provide accurate information on IT products and services.
- Document events, issues, and their resolutions.
- Follow up with customers to update status and information.
- Relay customer feedback and suggestions to the internal team.
- Identify and propose procedural improvements.
- Troubleshoot Mac and PC issues.
- Administer cloud applications.
- Track licenses and inventory.
- Perform system patching, software rollouts, and maintenance.
- Assist with network cable patching and desk phone deployments.
- Aid in AV setup for meetings and conferences.

Required Qualifications:

- Previous experience as a help desk technician or in a similar customer support role.
- Tech-savvy with knowledge of office automation products, databases, and remote control tools.
- Understanding of computer systems, mobile devices, and other tech products.
- Experience with employee onboarding, account, and license provisioning through Office 365 and MS Active Directory.
- Ability to diagnose and resolve basic technical issues.
- Excellent communication skills.
- Customer-oriented and able to remain composed under pressure.

Education Requirements:

- BSc/BA in IT, Computer Science, or a relevant field preferred.

Desired Certifications:

- Preferred: MS-900 or MS-100.
- CompTIA A+, Net+, Sec+.

Working Conditions:
- Prolonged periods of desk work and computer use.
- As an essential role, the candidate must be willing and able to travel to the Tustin, CA office. We have safety protocols in place.
- Ability to lift up to 50 pounds may be required.