Help Desk Technician

Job Description

Help Desk Technician

• Develop and manage effective working relationships with other departments, groups, and personnel.

• Provide direction and supervision to members of the Desktop Support/IT Support Team.

• Be responsible for assigning and prioritizing work, setting expectations, and promoting goals and priorities.

• Oversee desktop support operations and ensure excellent customer service to all internal or external customers.

• Provide expert technical support, training, and assistance to desktop support personnel on network computer system issues and new technology.

• Analyze desktop-related issues, determine problems, implement solutions, and resolve or forward work orders to appropriate personnel within the IT team (i.e., Sr. Network Administrator, Sr. Systems Administrator).

• Quickly respond to priority incident calls, provide necessary troubleshooting assistance to other team members, and prioritize tasks to minimize downtime and impact time.

• Ensure service level agreements are communicated and understood by the desktop support team.

• Monitor and evaluate the performance of IT Support/Helpdesk personnel to ensure adherence to company policies and standards.

• Lead initiatives to enhance the efficiency and effectiveness of IT support services, identifying areas for improvement and implementing best practices.

Bachelor's degree in computer engineering, Computer Science, Information Technology, or any IT/Computer-related course.

• 2-3 years of IT support experience

• ITIL, A+, or Security+ certification would be an added advantage.

• Knowledge of I.T. systems and equipment as well as their installation, configuration, maintenance, and repair.

• Knowledge of I.T. requirements/demands in call center Operations and organization, particularly in the area of Operations support.

• A skilled technical writer who can document problems and solutions for customers and other technical support personnel.

• Strong time and project management skills.

• Excellent oral and written communication skills. Fluency in the English language.

• Ability to adapt to changing work schedules and hours.

• Excellent problem determination technique.

• Excellent customer orientation.

• Well-organized with good follow-through on commitments to customers.

• Strong problem-solving, decision-making, and analytical skills.