What are the responsibilities and job description for the IT Help Desk Technician position at Frankfurt-Short-Bruza Assoc?
Job Summary:
The Help Desk Technician will be responsible for providing technical assistance and support to our FSB Team with computer systems, hardware, or software issues. You will also respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions.
Duties/Responsibilities:
- Serves as the first point of contact for customers seeking technical assistance in person, over the phone or email.
- Provides problem resolution, reassigning or escalating advanced inquiries to appropriate technician or staff.
- 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 Help Desk system.
- 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.
- Build out and stage computers.
- Performs other related duties as assigned.
Required Skills/Abilities:
- Excellent interpersonal skills is a must.
- Excellent verbal and written communication skills.
- Proficient in Microsoft Office Suite or related software.
- Good understanding of computer systems, mobile devices and other tech products.
- Excellent organizational skills and attention to detail.
- Ability to explain technical information in understandable language to nontechnical staff members.
Additional Skills:
- Strong analytical and problem-solving skills.
- Ability to prioritize tasks.
- Ability to function well in a high-paced and at times stressful environment.
- SQL experience desired, but not required.
Education and Experience:
- Minimum Associates degree in Computer Science from an accredited School or trade school or related experience.
- Minimum 1 year of related experience
Frankfurt-Short-Bruza Associates, P.C. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, genetic information, or any other characteristic protected by federal, state, or local laws.