Help Desk Technician

4 weeks ago


pasadena, United States IS&T IT Services Full time

***No C2C***

***US Citizen and Green Card holders***


The Service Desk Technician role focuses on providing frontline technical support, responding to and resolving hardware and software issues in person, over the phone, or electronically. Key tasks include troubleshooting, logging support interactions, advising users on solutions, and escalating critical issues. Emotional intelligence—such as empathy, adaptability, and clear communication—is essential, ensuring excellent support and smooth interaction with users and teams. Alongside technical support, this role requires maintaining communication with supervisors, staying updated on system changes, and adhering to company policies and CSR standards. Proficiency in MS Office and technical problem-solving are crucial, with occasional travel possible.


Job description

  • Respond to requests for technical assistance in person, via phone, electronically.
  • Diagnose and resolve technical hardware and software issues.
  • Advise user on appropriate action.
  • Follow standard help desk procedures.
  • Log all help desk interactions.
  • Redirect problems to appropriate resource.
  • Identify and escalate situations requiring urgent attention.
  • Track and route problems and requests and document resolutions.
  • Prepare activity reports.
  • Stay current with system information, changes and updates.
  • Must demonstrate the following emotional intelligence skills:



Other responsibilities

  • Maintain complete and open lines of communication with other personnel, functions, or departments to facilitate operations and interaction in the organization.
  • Keep supervisor informed of status and progress, ensuring that regular and periodic communication takes place.
  • Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks and keeping abreast of industry trends and related compliance issues within the area of responsibilities.
  • Maintain professional conduct, attendance, and high ethical standards in the work place, complying with company’s policies and procedures.
  • Fulfill mandatory training requirements applicable for department and job duties as appropriate.
  • Perform other duties and responsibilities as required or requested by supervisor or Management.


Qualifications

MS office (Word, Excel, Power Point, Outlook) - Intermediate

High School Diploma or GED

Associate Degree - preferred

Fundamental operations of relevant software, hardware and other equipment.


Domestic business trip may be required.


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