Job Title: On-Call Help Desk Technician

3 weeks ago


San Jose, United States CrowdPlat Full time

Job Overview:

Our company is seeking an experienced On-Call Help Desk Technician (Tier II) to provide critical support for our IT operations. This role requires a minimum of two years of experience in technical support, with a strong ability to work independently in troubleshooting various computer applications, hardware, and software issues. The ideal candidate will demonstrate a thorough understanding of IT systems and the ability to guide users through complex problem-solving processes effectively.

Responsibilities:

  • Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
  • Respond to queries either in person or over the phone.
  • Write training manuals and guide users on how to use hardware and software correctly.
  • Train computer users as necessary.
  • Maintain daily performance of computer systems.
  • Respond to email messages for customers seeking help.
  • Ask questions to determine the nature of the problem and walk customers through problem-solving steps.
  • Install, modify, and repair computer hardware and software.
  • Run diagnostic programs to resolve problems.
  • Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
  • Follow up with customers to ensure the issue has been resolved.
  • Gain feedback from customers about computer usage.
  • Run reports to determine malfunctions that continue to occur.

Qualifications:

  • At least two years of experience in a help desk or technical support role.
  • Strong troubleshooting and problem-solving skills in both hardware and software.
  • Knowledge of various computer systems, mobile devices, and other tech products.
  • Ability to communicate effectively in high-pressure situations.
  • High school diploma or equivalent; higher education or certifications in IT or related field preferred.

Preferred Skills:

  • Experience with help desk software and remote troubleshooting.
  • Certifications such as CompTIA A+, Microsoft Certified IT Professional.
  • Knowledge of network security practices and anti-virus programs.



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