What are the responsibilities and job description for the IT Help Desk Technician position at Betco Corporation?
Description
This is not a remote position.
SUMMARY:
This position is the first and primary contact for Betco team members to report IT service-impacting incidents and requests to the Help Desk. The analyst’s primary output is to restore IT service to users (incidents) and effect fulfillment of requests.
It is an internal user-facing position and requires both good technical and strong interpersonal skills. The technician must be disciplined and organized to properly identify, categorize, prioritize, and follow-up through resolution and fulfillment. The technician is expected to personally resolve most PC related incidents, both hardware and software, to accept training in order to resolve other reported incidents to the maximum extent capable, and to properly and quickly escalate other incidents to the appropriate IT or business staff. The technician can fulfill requests and/or direct to other user &/or IT staff.
The technician is the owner of the Help Desk tracking software and assists his/her manager with reporting/KPIs and opportunities for the Help Desk staff to expand it’s capabilities to resolve more incidents. The technician contributes to the implementation & improvement of best practice Help Desk processes. The technician identifies subsequent root cause analysis needs that prevent future and/or recurring incidents. The technician regularly informs users on the status of reported incidents throughout the resolution process (by documenting & updating the associated record in the Help Desk software).
ESSENTIAL DUTIES AND RESPONSIBILITIES: other duties may be assigned as needed.
- Diagnose and resolve general hardware and software issues.
- Categorize and track reported incidents through closure.
- Fulfill requests for hardware, software, system/data access, etc.
- Respond to requests in accordance with guidelines.
- Logs all help desk interactions.
- Research questions using available information resources.
- Advise user on appropriate actions.
- Identify and escalate situations requiring urgent attention.
- Assign incidents & requests to appropriate internal resources when appropriate.
- Coordinate with hardware and software vendor support services when required.
- Document resolutions; create standard SOPs to fulfill common requests.
- Work with his/her manager to produce monthly reports of open, in-process and resolved problems as well as identified key performance indicators.
- Identify and drive resolution of chronic issues.
- Administer help desk software.
- Stay current with system information, changes and updates.
- Provide Executive Hands-on/“Concierge” Support.
- Asset management (desktops, laptops, printers, etc).
Requirements
EDUCATION and/or EXPERIENCE
Bachelor’s Degree in Computer Science or related field (or equivalent experience)
Expert customer service practices (great “bed-side manner!”)
Expert explainer/trainer – ability to put technical concepts in user terms
REQUIRED SKILLS
User-level expert knowledge of fundamental user/desktop hardware and software
Knowledge of at least one help desk/call tracking application
Expert knowledge of MS Office Suite & Windows PC operations
Fast learner, intellectually curious
PREFERRED SKILLS
AD integration user management tool
Working knowledge of SharePoint and Microsoft Teams
Enterprise level system deployment (data retention and imaging)
Windows System Admin
Multi Factor Authentication configuration and support
PHYSICAL REQUIRMENTS
Potential lifting of computer equipment may be required
Computer work for extended periods of time.
Salary : $38,000 - $48,200
