On-Call Help Desk Technician

3 weeks ago

San Jose, United States CrowdPlat Full time

Job Overview:

We are currently seeking an energetic and detail-oriented On-Call Help Desk Technician (Tier I) to join our IT support team. This entry-level position is designed for individuals looking to build a career in IT. Under general supervision, the successful candidate will provide technical assistance and support related to computer systems, hardware, and software. This role requires problem-solving skills and the ability to communicate effectively with non-technical staff.

Responsibilities:

  • Respond to queries on basic technical issues and offer advice to solve them.
  • Serve as the first point of contact for customers seeking technical assistance over the phone or email.
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions.
  • Determine the best solution based on the issue and details provided by customers.
  • Walk the customer through the problem-solving process.
  • Direct unresolved issues to the next level of support personnel.
  • Provide accurate information on IT products or services.
  • Record events and problems and their resolution in logs.
  • Follow-up and update customer status and information.
  • Pass on any feedback or suggestions by customers to the appropriate internal team.
  • Identify and suggest possible improvements on procedures.

Qualifications:

  • Proven experience as a help desk technician or other customer support role.
  • Tech savvy with working knowledge of office automation products, databases, and remote control.
  • Good understanding of computer systems, mobile devices, and other tech products.
  • Ability to diagnose and resolve basic technical issues.
  • Proficiency in English.
  • Excellent communication skills.
  • Customer-oriented and cool-tempered.
  • High school diploma or equivalent; higher degree in a relevant discipline or IT certifications would be a plus.

Preferred Skills:

  • Experience with help desk software, such as Zendesk or Freshdesk.
  • Basic knowledge of network troubleshooting and configuration.

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