IT Help Desk Technician

• Provide quick and effective assistance with information technology systems
• Guide end-users remotely and in person through systems configuration, troubleshooting, and maintenance
• Listen attentively to end-user questions and concerns and offer optimal solutions
• Prioritize end-user satisfaction in all communications, directing unresolved issues to next-level personnel
• Work with desktop support engineers to provide end-user with superior service
• Respond to tech inquiries via email, through online chats, over the phone, or in person
• Walk end-user through step-by-step through the problem-solving process
• Help with troubleshooting hardware and software
• Follow up with end-user to ensure satisfactory service
• Excellent problem-solving and analytical skills
• Comprehensive knowledge of computer systems and experience troubleshooting hardware and software
• The ability to break down technological processes and deliver clear, step-by-step instructions
• Patient, friendly demeanor with a great aptitude for listening
• Strong verbal and written communication skills
• Experience working as an IT help desk technician or in a similar customer support role

Minimum Qualifications:

• Associates degree in Computer Science or equivalent years of experience may be consider.
• Degree in related field in lieu of Computer Science i.e. Network Administration, or Computer Programming are typically preferred.
• Additional training certificates in information technology infrastructure, network administration, and computer repair are beneficial.
• Ability to work evenings, weekends and holidays as needed
• Excellent communication skills, both written and verbal

Pre-employment Screening Criteria:

• Valid state issued picture identification.
• Must pass criminal background check.
• Must successfully pass pre-employment drug screening.
• Fingerprinting may be required for site identification badge.