What are the responsibilities and job description for the IT Help Desk Technician I position at SkyMint Brands?
POSITION SUMMARYThis position will provide the IT Department with an entry level Helpdesk Technician role. The Helpdesk Technician will handle triage and first attempt resolution of submitted Helpdesk tickets, escalating tickets to other members of the IT Department as needed.
RESPONSIBILITIES
Assist users with hardware move requests as needed.
Generates work order requests for other members of IT in ticket tracking system
Provides initial diagnosis of problems coming through
Perform remote troubleshooting through diagnostic techniques and asking pertinent questions. Determine the proper outcome and assist individual with problem resolution.
Direct unresolved issues to the next level of tech support for further assistance.
Properly document issues as well as resolution in system.
Follow-up with individual when necessary to ensure problem has been resolved.
Assist with inventory control and maintenance within the IT Department.
Expand and maintain the Information Technology internal knowledgebase as needed.
Develop a strong professional relationship with vendors and co-workers.
Display a proactive methodology with regards to prioritizing and multi-tasking daily tasks and long- term projects.
Participates in rotating on call support, including some evenings and weekends based on call volume
QUALIFICATIONS
Required High School Diploma or GED
Preferred Associate Degree in a related field or graduate from a technical school in Information Systems or Information Technology or related field.
Preferred Bachelor's Degree in a related field will be considered in lieu of work.
At least one (1) year of experience in an IT Service Desk level 1 role (in a Windows network environment), maintaining and diagnosing workstations, services, applications, and printers.
Previous customer service experience.
Excellent oral and written communication skills.
Excellent Customer relationship skills with a track record of exceeding customer expectations
Expertise with entire Microsoft Office suite with emphasis on Excel, Visio, Project and Access
Microsoft Windows
Adobe
Printer setup and configuration
Desktop and laptop software installation
Smartphone configuration and support a plus
Ticketing system experience
Active Directory experience
Office 365 experience
Basic Mac OS support experience is a plus
Experience supporting a retail environment is a plus
RESPONSIBILITIES
Assist users with hardware move requests as needed.
Generates work order requests for other members of IT in ticket tracking system
Provides initial diagnosis of problems coming through
Perform remote troubleshooting through diagnostic techniques and asking pertinent questions. Determine the proper outcome and assist individual with problem resolution.
Direct unresolved issues to the next level of tech support for further assistance.
Properly document issues as well as resolution in system.
Follow-up with individual when necessary to ensure problem has been resolved.
Assist with inventory control and maintenance within the IT Department.
Expand and maintain the Information Technology internal knowledgebase as needed.
Develop a strong professional relationship with vendors and co-workers.
Display a proactive methodology with regards to prioritizing and multi-tasking daily tasks and long- term projects.
Participates in rotating on call support, including some evenings and weekends based on call volume
QUALIFICATIONS
Required High School Diploma or GED
Preferred Associate Degree in a related field or graduate from a technical school in Information Systems or Information Technology or related field.
Preferred Bachelor's Degree in a related field will be considered in lieu of work.
At least one (1) year of experience in an IT Service Desk level 1 role (in a Windows network environment), maintaining and diagnosing workstations, services, applications, and printers.
Previous customer service experience.
Excellent oral and written communication skills.
Excellent Customer relationship skills with a track record of exceeding customer expectations
Expertise with entire Microsoft Office suite with emphasis on Excel, Visio, Project and Access
Microsoft Windows
Adobe
Printer setup and configuration
Desktop and laptop software installation
Smartphone configuration and support a plus
Ticketing system experience
Active Directory experience
Office 365 experience
Basic Mac OS support experience is a plus
Experience supporting a retail environment is a plus
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