What are the responsibilities and job description for the Help Desk Technician position at vortalsoft business solutions?
Major responsibilities include :
* Achieve customer identification and verification of problem through asking probing questions and effective listening skills, while using provided processes and/or systems
* Initiate problem solving: gathering information, evaluating options and offering solutions
* Provide technical support to Enterprise End Users: Standard Windows Operating systems, Commercial Off the Shelf (COTS) software, Active Directory, Password Resets, Wired and Wireless Network support
* Use Knowledge Base and other tools provided to attempt to resolve the customer situation on the first contact
* If first contact resolution is not possible, technician will follow escalation path for problem resolution
* Follow up with caller through multiple channels, when scheduled, or required for problem resolution
* Document call, and providing a ticket number to reference in case of callback
* General technical skills – Google Workspace, MS Office 365 Suite, Windows 10, Exchange, Active Directory, Networking, Wired and Wireless, Desktop and Laptop basic HW knowledge
* Experience with MS office products (Word, Excel etc.)
* Multi-Factor Authentication
* Ability to identify Cybersecurity and phishing incidents
* Single Sign-On (SSO)
* Mobile Device Management
* Printers and printer setup
* Familiar with Customer Management Programs and or Ticketing Systems
* Ability to document tickets in the customer’s system
* Must be able to determine incident criticality or escalate action to secure the appropriate resolution provider, using the tools provided
* Excellent Soft Skills, including telephone etiquette, listening skills, providing empathy, professional correspondence, and a sense of urgency and enthusiasm
* Strong verbal and written communication skills in order to communicate effectively with end-users, peers, management, and client personnel
* Accuracy in spelling, grammar, pronunciation and enunciation is a necessity
High school/College/Military/Tech School/IT course.
Google Workspace experience a plus
Job Type: Full-time
Salary: $20.00 - $21.00 per hour
Schedule:
- Day shift
- Monday to Friday
Ability to commute/relocate:
- Arkadelphia, AR: Reliably commute or planning to relocate before starting work (Required)
Experience:
- Help desk: 1 year (Preferred)
- Windows: 1 year (Preferred)
Work Location: One location
Salary : $20 - $21