IT Help Desk Technician

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.