Help Desk Technician

4 weeks ago


Fort Worth, United States MetroSys Full time $25 - $30
Job DescriptionJob Description

Overview: We are seeking a skilled Helpdesk Technician to join our dynamic team, providing essential technical support in a fast-paced onsite environment. This role is crucial in ensuring the smooth operation of IT systems and services within our Windows-based infrastructure, utilizing ServiceNow as our primary ticketing and service management platform.

Responsibilities:

  1. Technical Support:

    • Provide frontline technical assistance to end-users in person, via phone, or remote tools.
    • Troubleshoot hardware, software, and network issues related to Windows operating systems (Windows 10/11) and standard office applications.
    • Diagnose and resolve technical hardware and software issues promptly and efficiently.
  2. ServiceNow Ticket Management:

    • Utilize ServiceNow to log, track, and resolve incidents and service requests.
    • Ensure accurate and timely documentation of all support activities within the ServiceNow platform.
    • Prioritize and escalate issues as necessary to ensure swift resolution and minimal downtime.
  3. User Training and Documentation:

    • Assist in creating and updating user documentation, manuals, and knowledge base articles.
    • Conduct user training sessions on basic IT operations and software usage as needed.
  4. System Administration:

    • Perform basic system administration tasks such as user account management and access control.
    • Assist in maintaining IT inventory and asset management records.
  5. Collaboration and Communication:

    • Collaborate effectively with other IT teams and departments to resolve escalated issues and improve overall IT service delivery.
    • Communicate technical information clearly to non-technical users.

Requirements:

  • Proven experience as a Helpdesk Technician or similar role in a corporate environment.
  • Strong knowledge of Windows operating systems and Microsoft Office Suite.
  • Familiarity with troubleshooting network connectivity issues.
  • Experience using ServiceNow or similar IT service management tools.
  • Excellent problem-solving and communication skills.
  • Customer-oriented approach with a focus on delivering high-quality support services.
  • Certification in relevant IT areas (e.g., CompTIA A+, Microsoft Certified Professional) is a plus.

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