What are the responsibilities and job description for the Help Desk Technician position at JLAN Solutions?
JLAN Solutions is currently seeking an experienced Help Desk Technician for a support position for our government client. Successful applicants will be expected to provide quality support to our client for a variety of technical issues.
Key Responsibilities
- Assist customers experiencing problems with IT resources
- Assist customers experiencing problems with new service requests
- Receive user requests for support by phone, email, voicemail, instant messaging
- Using the ITSM toolset, enter tickets and resolve issues via remote desktop control
- Document all actions taken and escalate tickets to higher-level support groups as necessary
- Participate in maintaining and improving helpdesk standard operating procedures (SOPs)
- Monitor assigned queues, voicemail, web site and other incoming communication methods
- Other duties as assigned
Requirements:
- Ability to shift between projects/tasks to keep up with workload.
- Strong communication/people skills
- Highly self-motivated and directed, with attention to detail.
- Proficiency with Microsoft Windows and MS 365 Programs
- HDI certificate(s) highly preferred
SALARY: Negotiable depending on experience and education levels. JLAN offers a full benefits package including health, vision, dental and 401(k) for full-time employees.
JLAN Solutions is an equal opportunity/affirmative action employer and does not discriminate against any applicant for employment on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, national origin, veteran status, physical impairment or other characteristic protected by law.