Job Brief

We are looking for a Help desk technician to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them.

An excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.

Responsibilities

The responsibilities for this position include the following:

• Serve as the first point of contact for employees seeking technical assistance thru the ticketing system
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in the ticket system
• Perform PC staging and deployment for new employees.
• Assist in documenting IT infrastructure and processes.
• Pass on any feedback or suggestions by customers to the IT Director
• Identify and suggest possible improvements on procedures

Competencies and Qualities

Qualified candidates must have the following competencies and qualities:

• Able to understand the perspective of the end user in all support interactions
• Able to multi-task and work in a fast-paced, deadline-driven environment
• Makes effective use of time and complete tasks efficiently and on time
• Excellent follow-up skills and initiative to ensure support requests are resolved in a timely manner
• Able to interact with employees at all levels
• Able to adapt and learn quickly when technology or processes change
• Resourceful and creative problem solver
• Attentive to details
• Strong analytical, numerical, and reasoning abilities 
• Self-starter and self-directed while able to collaborate effectively within a team, as well as follow company policies, processes, and procedures

Education, Experience, and Certifications

• Bachelor's degree in information technology or related field of study, or commensurate job experience 
• Help Desk experience or commensurate experience assisting end users with IT usage and troubleshooting
• Experience with the following:
  • System hardware, software, and operating systems
  • Cloud solutions such as Microsoft 365
  • Active Directory and Group Policy administration
  • Microsoft office applications