Help Desk
4 weeks ago
Tuesday, July 2, 2024
HELPDESK TECHNICIAN
Helpdesk Technicians – will be working alongside Helpdesk Technicians and performing the duties of a Helpdesk Technician, but will serve as a first-line resource for issues and problem-solving for fellow technicians.
Job Description:
General Skills
- Solid leadership and communication skills to coordinate responses to client issues.
- Strong self-management skills, ability to successfully process daily queues and resource management without continual oversight from leadership
- Strong communication skills both written and verbal
- Solid time management and organizational skills to optimize workflow
- Capability to manage multiple high priority initiatives in a fast paced technical environment
- Ability to interact professionally with a diverse group of colleagues and clients
- Ability to remain flexible and adapt work initiatives and schedules to meet client and company needs on an ongoing basis.
- Technical Skills, topline familiarity with Microsoft Office Suite and Customer Service
Responsibilities
- First responder to incoming client calls to ACT Helpdesk and route calls according to ACT routing policies
- Facilitate proactive approaches to problem solving within the framework of “One Call Resolution” goals
- Oversee daily coordination, routing, and resolution of ticket queues and call coordination
- Support the Helpdesk Manager in developing measures to improve proactive client communication during issue tracking and resolution.
- Ensure client requests are understood and assigned properly
- Consistently perform daily responsibilities outlined in Helpdesk Team Lead’s Daily Checklist
- Work to identify client requests/tickets that may be stuck in various stages and facilitate their completion as necessary
- Keep Helpdesk Manager updated on all flow, performance, and coordination efforts of the Helpdesk Team (including daily attendance)
- Provide leadership to the Helpdesk Team through motivation and support
- Work to build the Helpdesk Team’s rapport, morale, and motivation
Requirements:
- 1-3 years technical experience in a desktop support position
- Must have an Associate’s degree or equivalent experience
- CompTIA A+ certification preferred and other certifications a plus
- Experience troubleshooting network, hardware and software issues at the desktop level
- Excellent customer service background with professional appearance and communication skills required
- Ability to work successfully in both independent and team environments with minimal supervision and guidance
- Must be able to lift and move computers and other technology hardware as required
- Must be able to work flexible hours including weekends
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