Information Technology Help Desk

1 week ago

fort lauderdale, United States Tech Army, LLC Full time

Job Summary: As an IT Support Technician at Level 1, you will play a crucial role in providing frontline technical assistance to end-users within our organization. Your primary responsibility will be to diagnose and resolve technical issues, ensuring the smooth operation of computer systems, software applications, and peripheral devices. This role requires a customer-centric approach, strong problem-solving skills, and the ability to communicate technical information effectively.


Key Responsibilities:

1.Technical Support:

-Provide first-level technical support to end-users via phone, email, or in-person walk-ups.

-Diagnose and resolve hardware, software, and network issues promptly.

-Walk end-users through problem-solving steps and provide clear instructions.


2.Ticket Management:

-Log, track, and prioritize support requests using the ticketing system.

-Ensure timely resolution of reported issues and escalate problems as needed.


3.User Assistance:

-Assist users in setting up, configuring, and troubleshooting.

-Educate end-users on basic software applications and system functionalities.


4.Documentation:

-Maintain accurate records of support activities, including solutions implemented and issues resolved.

-Contribute to the knowledge base by creating documentation for common technical issues.


5.Collaboration:

-Collaborate with other IT team members to resolve complex issues.

-Communicate effectively with both technical and non-technical personnel.


Qualifications:

-Great Customer Service Skills

-High school diploma or equivalent; technical certifications or relevant coursework is a plus.

-Proven experience in providing technical support, preferably in an IT helpdesk role.

-Strong knowledge of operating systems, hardware, and common software applications.

-Excellent problem-solving skills and the ability to think logically.

-Effective communication and interpersonal skills.

-Familiarity with remote desktop tools and support software.


Attributes:

- Customer-focused with a service-oriented mindset.

- Ability to adapt to a fast-paced and dynamic work environment.

- Eagerness to learn and stay updated on the latest technologies.

- Strong teamwork and collaboration skills.

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