HelpDesk Technician Job Description Template
Our company is looking for a HelpDesk Technician to join our team.
Responsibilities:
- Provide accurate information on IT products or services;
- First point of contact for customers seeking technical assistance over the phone or email;
- Determine the best solution based on the issue and details provided by customers;
- Walk the customer through the problem-solving process;
- Pass on any feedback or suggestions by customers to the appropriate internal team;
- Perform remote troubleshooting through diagnostic techniques and pertinent questions;
- Identify and suggest possible improvements on procedures;
- Designing/Proposing/Installing company upgrades and infrastructure;
- First tier technical support for desktops, mobile devices, Microsoft Office applications and “in-house” WMS applications;
- Using and improving client documentation;
- Basic network and phone infrastructure support;
- Updating ticket notes and tracking support time by customer;
- On-site support at customer locations located in the Austin metro area;
- Responding to and resolving issues after-hours as part of an on-call rotation;
- Telephone and email-based triage and remote resolution of support tickets.
Requirements:
- Knowledge of Camera and Access control systems, including Genetec;
- One or more of the following certifications: Microsoft MCSE/MCITP, Cisco CCNA/CCNP;
- Experience in First Responder, Public Safety, Military, or Law Enforcement environments;
- Good understanding of computer systems, mobile devices, and other tech products;
- Proven help desk or other customer support experience;
- Tech savvy with working knowledge of office automation products, databases and remote control;
- 3 Years experience within the MSP industry providing IT support;
- Experience with RMM tools and PSA;
- Microsoft Certifications preferably Office 365 and/or Server 2012;
- Great people and customer service skills;
- A computer techie with a great personality and the desire to work hard;
- Reliable personal transportation with a valid driver’s license and liability insurance;
- Demonstrated ability to explain complex technological concepts and ideas to those without a background in information technology;
- Ability to lift/move equipment as required;
- Practical experience troubleshooting desktop and mobile operating systems and software.