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.