IT Help Desk Technician

Job title: IT Help Desk Technician
1st shift: 5:30 am or 6:00 am start (8-hour shift)
Pay rate: $21.50-$28.25/hr; depending on experience. The offer will be determined after the interview
Duration: 90 - 120 DAYS

LOOKING FOR CANDIDATES THAT HAVE WORKED IN MANUFACTURING ENVIRONMENT 3 YEARS

Functions and Responsibilities

• Act as the first point of contact for internal customers via phone and Service Now
• Uses Service Management solutions to log, assign, and receive support tickets with descriptions of issues, progress, and solutions and guides Tier 1 staff in best practice usage
• Resolves problems with hardware (workstations, printers, mobile devices, and servers) and software (Network Access, Microsoft Office, Business Systems, on-premises, and online).
• Ask questions about the problem and explain possible solutions
• Uses manual and automated diagnostic tools to identify problems and root cause
• Updates knowledge base with prescriptive guidance for common problems to improve the quality of Tier 0 customer self-service
• Escalates incidents and requests Tier 3 support when the problem is more complex
• Arranges for a technician to visit the customer if a problem can’t be solved over the phone or by email.
• Develops and maintains knowledge of legacy, existing, and new PC hardware and software technology.
• Participates actively in incident, problem, request and change management processes and their ongoing improvement.
• Follows procedures for the installation, deployment and maintenance of workstation hardware and software.
• Executes corrective actions as prescribed by other technicians or per standard recovery procedures.

Qualifications

• High School Diploma required
• 3 years work experience in IT customer service role, able to demonstrate technology skillset in a customer service capacity
• Professionally respond to calls, emails, chats and voicemails for customer support.
• Technical writing proficiency.
• Innovative, team-oriented problem solver.
• Excellent interpersonal, negotiation and communication (verbal and written) skills.
• Excellent organizational, time management and follow-through skills.
• Ability to manage multiple, competing priorities.
• Unwavering commitment to providing customers with a high-quality experience.
• Troubleshooting and diagnostic / repair skills for PCs and components.
• Troubleshooting and diagnostic / repair skills for peripheral equipment such as printers, document scanners, barcode scanners, handheld devices, and monitors.
• Experience using imaging and migration utilities such as SCCM, MDT, and USMT.
• Proficiency in Microsoft Office application usage.
• Experience troubleshooting Mobile Device Operation Systems (iOS, Android)
• Experience troubleshooting Microsoft Desktop Operating Systems (Windows 10/7)
• Knowledge of networking fundamentals
• Must be physically capable of lifting computers, monitors, printers, parts and supplies and sitting for extended periods of time.
• Experience troubleshooting MacOS clients
• CompTia A / Server / Network
• HDI Customer Help Desk Analyst
• Microsoft Office Specialist
• MTA / Microsoft Office Specialist
• MCP / MCSA / MCSE / MCDST
• ITIL
• ServiceNow