Position Summary:
The role of the Helpdesk Technician requires an exceptional individual who possesses the ability to support both the human and technical sides of technology. The Helpdesk Technician will rely on excellent client service, problem solving, and communication skills to provide technical support in order resolve most day-to-day issues. Success in this role requires a well-rounded individual with a genuine enthusiasm for technology and keen interest in helping people achieve more through the careful adoption and support of information technologies.
Major Responsibilities:
Provide remote helpdesk support, via phone, in person and through our ticketing system, for most issues related to desktop software, hardware and peripherals
First point of contact for all inbound client phone calls and tickets to the Help Desk
Maintain close contact and open communication with clients until an issue has been resolved
Work within our ticketing system to create detailed work logs and technical documentation
Triage and escalate complex issues to Systems Administrators, Engineers and Account Managers appropriately
Remotely provide hardware and software support, including the installation of new software and updates when required, across all supported sites
Proactively monitor client technology infrastructure to identify and resolve issues before downtime occurs
Conduct technical support in line with documented procedures; maintain hardware, software and network inventory, diagrams and related documentation as needed
Provide management with regular updates on common problems encountered and identify possible longer-term solutions/improvements to reduce future problems
Use communication channels to inform team of important issues and information which will help improve team performance
Preferred Qualifications:
Associate’s Degree or Certification in IT related field or 2+ years of experience working in a technical support, helpdesk or IT support position
Experience working successfully in a customer service role for 1+ years
Proven ability to install, upgrade, repair, move, and replace desktops, laptops and peripherals
Strong experience troubleshooting and resolving hardware, software, systems and network issues
Valid drivers license with reliable transportation
Perks:
401k retirement plan, health benefits, smartphone reimbursement, growth opportunities
For more information go to https://www.pavelcomm.com - We look forward to hearing from you.