Help Desk Technician

POSITION TITLE:                                       IT Help Desk Technician

 REPORTING RELATIONSHIP:                IT Manager

 PAY STRUCTURE:                                    Salary

 PURPOSE OF THIS POSITION:              Provide excellent 1st level support for all users utilizing the tools and technologies available

 BACKGROUND PREFERRED:   

• Proven experience with Customer support and interaction with different technology platforms and personal contact
• Tech savvy with working knowledge of Microsoft Office products.
• Good understanding of computer systems, mobile devices and other technology products.
• Ability to diagnose and resolve basic technical issues.
• Excellent communication and documentation skills
• People-oriented and even-tempered 
• Self-Driven and works efficiently with limited direction
• Ambition for learning and expansion of skillset

DUTIES AND RESPONSIBILITIES:

• Serve as the first point of contact for users seeking technical assistance over all platforms of communication.
• Assist with new employee onboarding/offboarding, changes, and/or moves.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best course of action based on the issue and details provided by users.
• Patiently instruct the user through the problem-solving process.
• Escalate unresolved issues to the next level of appropriate support personnel.
• Create accurate documentation on provided IT products or services.
• Record detailed notes of incident communications and their resolutions.
• Constant attention to continuous improvement ideas.
• Travel approximately 15%