IT Help Desk Technician

Job Summary

• This position is responsible for diagnosing and troubleshooting product software and hardware incidents reported by Customers * ; The employee will identify and work to resolution Severity one, two, three and four incidents * ; The Tech Support Analyst should have strong knowledge in trouble shooting, Networking, Computer and Operating Systems * ; The Tech Support Analyst will need the ability to quickly learn new technologies and apply this knowledge to Customer environments * ; The ability to multi-task in a fast paced environment and successfully achieve project deadlines is required

Reporting Relationships

• Reports to Tech Support Supervisor or Manager. * ; The Tech Support Analyst will interact with End Users, Channel Partners and other third party vendors to resolve technical issues. * ; The Tech Support Analyst will work closely with the rest of the Support team sharing knowledge and work load

Duties & Responsibilities

• Trouble shooting difficult and aging Customer issues
• Communicate to Customer’s through the phone and digital medium to speed issue resolution
• Generate and maintain knowledge content on the Knowledge Management System following the Knowledge Centered Support guidelines
• Research technologies online in search engines, Vendor sites, User forums as well as the knowledge management system
• Understands the customer's business impact and acts accordingly
• Recognizes when a customer is likely to run into future problems and proactively shares information to help them avoid pain.
• Positions workarounds with customer in a manner that helps them understand why the workaround is viable and helps achieve the desired business outcome
• Retains ownership and stays actively involved for all cases assigned to them or escalated by them
• Values the work the customer has put forth and their contributions and ideas to fix their problem
• Proactively provides help in situations where a peer or the team is struggling with a commitment or responsibility
• Owns and follows-through on customer escalations with little oversight in most situations

Qualifications
Knowledge & Skill Requirements
Preferred Knowledge and skill on one or more of the following is highly desirable:

• Previous help desk
• Microsoft Operating Systems
• Data Center operations
• Knowledge of Virtual Environments
• Knowledge of Ticketing system

Education & Experience

• Associate’s degree

Working Conditions/Other

• Local travel will be required to resolve Customer issues or receive training
• May be assigned to long term special projects outside incident resolution.
• Participation in proactive incident review
• Trouble shooting review including RMA approval
• Weekend Coverage as needed
• Additional Duties as assigned

COVID-19 Precaution(s):

• Social distancing guidelines in place
• Virtual meetings

Hours per week:

• 10-19

Work Remotely

• No

This Job Is Ideal for Someone Who Is:

• Dependable -- more reliable than spontaneous
• People-oriented -- enjoys interacting with people and working on group projects
• Adaptable/flexible -- enjoys doing work that requires frequent shifts in direction

Job Types: Full-time, Part-time

Pay: $12.00 - $17.00 per hour

Schedule:

• Monday to Friday

Education:

• High school or equivalent (Preferred)

Experience:

• Windows: 1 year (Preferred)
• Active Directory: 1 year (Preferred)

Work Location: Multiple Locations

Salary : $12 - $17