What are the responsibilities and job description for the Help Desk Technician - Harrisburg position at HIGHER INFORMATION GROUP?
Higher Information Group is currently seeking a IT Help Desk Technician to work onsite at our Harrisburg location.
The customer service oriented Help Desk Technician will provide technical support to users in an efficient and accurate manner. You will be considered as the firm’s front liner and you will solve basic technical problems and provide support for all assigned areas. The goal is to make sure that customer value is maintained to the standards set forth by the company.
RESPONSIBILITIES:
- Provide first level contact and convey resolutions to customer issues
- Properly escalate unresolved queries to the next level of support
- Track, route and redirect problems to correct resources
- Update customer data and produce activity reports
- Walk customers through problem solving process
- Follow up with customers, provide feedback and see problems through to resolution
- Utilize excellent customer service skills and exceed customers’ expectations
- Ensure proper recording, documentation and closure
- Recommended procedure modifications or improvements
- Preserve and grow your knowledge of help desk procedures, products and services
QUALIFICATIONS:
- Expected to be available on-call one week every month after the first 6 months of employment
- Proven working experience in providing help desk support
- Working knowledge of help desk software, databases and remote control
- Strong client-facing and communication skills
- Advanced troubleshooting and multi-tasking skills
- Customer service orientation
- BS degree in Information Technology, Computer Science or equivalent
Higher Information Group is an Equal Opportunity Employer
Job Type: Full-time
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Education:
- Associate (Preferred)
Experience:
- Computer: 1 year (Required)
- Active Directory: 1 year (Required)
Work Location: One location