Help Desk Support Technician

Help Desk Support Technician Job Description Template

Our company is looking for a Help Desk Support Technician to join our team.

Responsibilities:

  • Utilize/mobilize all third-party/partner technical resources to solve problems where necessary;
  • Provide support for VOIP telephone systems, including handsets and conference room phones;
  • Work within a centralized ticketing system to respond to users and document pathways to resolution;
  • Provide technical support for all levels of staff and end-users;
  • Maintain call records, notes and logs; and record resolution details;
  • Communicate and provide guidance and knowledge transfer to other resources within the organization on issues/problems and resolution;
  • Install and configure workstation, telephony, video, and mobile hardware/software as required;
  • Interact with users via phone, e-mail, and IM/chat in the effort to resolve issues in the most efficient manner;
  • Maintain hardware and software inventory;
  • Learn firm applications/systems and processes;
  • Collaborate and communicate with users and team members in a professional manner;
  • Providing white-glove level assistance;
  • Provide technical support/help desk support to users;
  • Identify and help solve technical issues;
  • Complete assigned / user directed tasks/jobs.

Requirements:

  • Basic understanding of network infrastructure, including routers, switches, and firewalls;
  • Excellent communication, documentation, and customer service skills;
  • 1+ years of experience providing IT support, including Windows Server maintenance;
  • Ability to work effectively both individually and as part of a team;
  • Advanced competency in Microsoft applications including Word, Excel, and Outlook;
  • Knowledge of Linux will be considered a plus;
  • Basic understanding of Windows Servers, including Active Directory;
  • 2 -3 years of related experience in Help Desk Support;
  • Excellent written and verbal communication skills;
  • Sharepoint administration experience;
  • Intermediate knowledge of the Windows 8 Operating System (10 a plus);
  • Outstanding customer service skills: ability to assist others in person and over the phone;
  • Associates or BS degree (or equivalent experience) in MIS or technology-related field;
  • Intermediate Microsoft Office experience;
  • Demonstrated ability to manage complex projects with multiple stakeholders.