Internal Help Desk Technician

Tier 1 Internal Help Desk Technician

As a Help Desk Technician, you will provide Tier 1 support to our in-house users via phone, email and computer chat. You will work with the IT team and interact with system and computer users across the company. A Tier 1 Technician owns the customer experience, takes initiative, and uses knowledge and resources to diagnose and resolve issues.

Responsibilities:

• Monitor and respond quickly and effectively to requests received through the IT helpdesk.
• Respond to in house user queries by phone, email and chat.
• Escalate issues to the IT Director and Managed Service Provider.
• Troubleshoot and resolve application, desktop issues, mobile devices and PC’s in a Windows 10 environment.
• Assist IT Director as requested.
• Travel to Satellite sites as requested by IT Director.
• Participate in Continuous Quality Improvement activities of the organization and the Performance Management System

• Experience in a Technical Help Desk environment, including:
  • Phone, email, and/or chat-based support for end-users
  • Experience working with Ticket Management software
  • Experience managing IT assets through deployment, check-in/check-out, and workstation moves
• Experience
  • Supporting applications
  • Mitigating virus/adware/spyware risks
  • Adding network printers
  • Using LogMeIn, Remote Desktop, or similar remote support tools
  • Proficiency in Microsoft Office applications and common desktop software
  • Valid Driver’s License required