Help Desk Technician
3 weeks ago
Responsibilities
- Monitor, respond to & manage ongoing requests received through the IT Helpdesk ticketing system
- Triage incidents reported through Helpdesk interface, email and phone calls
- Create and update tickets with detailed investigation notes & attempted troubleshooting steps
- Search knowledge base articles, system guides and other documentation for root causes & resolutions
- Utilize critical thinking & problem solving skills to troubleshoot unfamiliar issues
- Troubleshoot issues related, but not limited to operating systems, applications, hardware, printing, user configuration, networking, phone systems
- Image, deploy & ship hardware
- Provision and modify user accounts in Active Directory, Azure, Adobe, and other applications
- Ensure accurate and timely communication with end users & management
- Assist with installing and configuring Outlook on Android and iPhone mobile devices
- Manage onboarding and offboarding procedures related to technology
- Identify issue trends and commonalities to recommend prevention or self-help resolution opportunities
- Create internal documentation for newly identified, repeatable resolutions
- Provide excellent customer service
- Proficient with Windows 7/8/10
- Proficient with Office 2013, Office 365, Microsoft Teams
- Familiar with Two Factor Authentication using Azure AD
- Familiar with Active Directory, DNS, DHCP, Group Policy, Print Servers
- Basic TCP/IP knowledge and troubleshooting
- Basic Desktop / Laptop hardware knowledge; Installing RAM, swapping Hard Drives, etc.
- Basic Citrix Troubleshooting Knowledge
- Printer configuration and troubleshooting
- At least 2 years of Helpdesk or similar experience
- Ability to work in the office 50-100%
- Excellent customer service, documentation, and verbal and written communication skills
- Strong desire to learn and problem solve independently
- Positive attitude
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