IT Help Desk Technician

Summary/Objective

The Customer Service Representative will professionally handle incoming inquiries from employees to ensure issues are resolved promptly and thoroughly. The representative will assist employees with understanding and using account features and will troubleshoot software, application, and portal-related issues. They will gather information accurately and efficiently while documenting all interactions.

Additional responsibilities include performing administrative functions related to the software and services used by the company to support employees. These duties include, but are not limited to, account management, phone services, timekeeping services, and other related systems.

Position Type/Expected Hours of Work:

This is a full-time position.? Hours of work and days are Monday through Friday, 8:00 a.m. to 5:00 p.m.

Essential Functions

• Assists employees with account access and recovery via phone, email, and other communication technologies
  • Provides support to employees with system usage through phone, email, and other communication technologies
  • Maintains detailed records of customer interactions, including time spent and actions taken
  • Greets customers in a professional manner and determines the issue or reason for contact
  • Resolves problems and provides appropriate solutions within established time limits
  • Follows up with employees to ensure satisfactory resolution of issues
  • Escalates unresolved issues to appropriate internal teams or support levels when necessary
  • Follows established procedures, policies, and service standards when assisting employees
  • Maintains knowledge of company systems, software, and employee service processes
  • Assists with administrative tasks related to employee systems and services
  • Contributes to team efforts by accomplishing related tasks and responsibilities as needed

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Competencies

Required

• Communication Proficiency
• Customer/Client Focus
• Patience
• Ethical Conduct
• Personal Effectiveness/Credibility
  
  

The highest performers will also have

• Attentiveness
• Process Knowledge
• Ability to Use “Positive Language”
• Acting Skills
• Organizational Skills
• Ability to “Read” Customers
• A Calming Presence
• Goal Oriented Focus
• Ability To Handle Surprises
• Tenacity
• Closing Ability
• Technical Capacity
• Time Management
• Ability to have tough conversations

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Required Education and Experience

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Required Education

• High School Diploma or GED
  
  

Required Skills

• Proficiency with Microsoft desktop applications, including Microsoft Word, Excel, and related tools
• Working knowledge of Microsoft operating systems, including Windows 11
• Experience with account management in Microsoft environments, including Active Directory, Azure Active Directory, and Microsoft 365 administration
• Familiarity with internet and desktop technologies used in a business environment
• Typing proficiency of at least 40 words per minute
• Ability to work within an IT ticketing or service management system
• Strong written and verbal communication skills
• Ability to document issues clearly and accurately
• Strong problem-solving and troubleshooting abilities
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment
• Strong ability to use computers and quickly learn new software applications and technologies

Preferred Education and Experience

• At least 2 years of experience in IT Field (Help Desk, etc.)

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Preferred Education

Bachelor’s degree

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Supervisory Responsibility

There are no direct supervisory responsibilities.? The highest performers will be team players who are well-versed in process improvement.? They will rally support from internal customers to improve satisfaction for external customers.? They will lead process improvement to reduce process time for internal customers.

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Career Path Progression from this position

Call Center Supervisor, IT Support Technician, Process Technician

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Work Environment or Working Conditions

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

This position may require the following to be performed with or without reasonable accommodation:

• Ability to lift 25 - 50lbs on occasion
• Ability to stand/sit for up to 8 hours

Travel

This position could require up to 10% travel.

EEO Statement
MAU is an Equal Opportunity Employer. Minorities, women, protected Veterans, and individuals with disabilities are encouraged to apply.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.