IT Help Desk Technician Job Description Template
Our company is looking for a IT Help Desk Technician to join our team.
Responsibilities:
- Walk the customer through the problem-solving process;
- Identify and suggest possible improvements on procedures;
- Work with employees to implement new technologies and upgrades;
- Provide detailed information on IT products or services;
- Perform remote troubleshooting through diagnostic techniques and pertinent questions;
- Determine the best solution based on the issue and details provided by customers;
- Maintain inventory of Firm technical equipment and supplies;
- Create, update, and manage users through Okta identity and access management;
- Serve as the first point of contact for customers seeking technical assistance over the phone or email;
- Complete remote troubleshooting through diagnostic techniques and pertinent questions;
- Providing hardware and software technical assistance to the Firm’s users;
- Assist with determining IT needs of the company based on industry best practices;
- Direct unsolved issues to the next level of support personnel;
- Take initiative and provide prompt, accurate follow-up to tickets and support calls;
- Serve as the first point of contact for customers exploring technical assistance over the phone or email.
Requirements:
- Proficiency in English;
- Some experience as a help desk technician or other customer support role;
- Cloud Computing experience is a plus (AWS, Azure, Google Cloud);
- Experience troubleshooting Microsoft Windows, Microsoft Office and related software;
- At least 2 years prior experience in a support related position;
- Working knowledge of Mac and Linux Operating Systems;
- Knowledgeable in VoiP/IPBx;
- Experience supporting 100+ users;
- Good understanding of computer systems, mobile devices, and other tech products;
- Bachelor’s Degree in an Information Technology discipline, preferred;
- Virtualization experience is a plus (Hyper-V, VMware);
- Ability to adjust and prioritize based on the needs of the company and departments;
- Intermediate experience with Windows and Chrome client operating systems preferred;
- Ability to flourish under limited supervision;
- Strong written, verbal, analytical, and interpersonal skills.