IT Helpdesk Technician

IT Help Desk TechnicianThe IT Help Desk technician will work with the IT Help Desk team lead and manager to work different types of IT help desk support requests.Responsibilities include:Fielding incoming help requests from end users via ticketing system and assist in a respectful mannerDocumenting all pertinent information including all decisions made, actions taken, and confirmation of a successful resultMaintaining excellent customer service over the phone, helpdesk, chat systems, or emailTicket escalation resource tier 1/2 for all type of IT support requestsDiagnostic and repair of supported hardware and softwareIdentifying and learning appropriate software and hardware used and supported by the organizationPerforming post resolution follow-ups to help requestsMaintaining help sheets and knowledge base articles for end usersAssisting with maintenance of local site IT systems documentationQualifications:High school degree or GED with 2 or more years of relevant experienceHigher education may substitute for relevant experienceRelevant experience may be considered in lieu of required educationStrong track record of achievement in distributed multi location environmentsProject and task prioritization and overall excellent time management skillsSuperb verbal and written communication skills to work with both internal and external customersExceptional problem solving and analytical skillsAbility and desire to stay motivated while working in a fast-paced environmentAbility to work cross-functionally to resolve technical, procedural, and operational issuesCourteous, polite, and professional demeanorSelf-starter and self-managedStrong documentation skillsPhysical Demands:This position requires the ability to communicate and exchange information, utilize equipment necessary to perform the job, and move about the office.This position may require lifting of no more than 20 pounds.Benefits:401(k) with MatchMedical/Dental/Life/STD/LTDVision Service PlanEmployee Vision Discount ProgramHSA/FSAPTOPaid Holidays*Benefits applicable to full time employees only.