IT Helpdesk engineer Job Description

IT Helpdesk engineer Job Description Template

Our company is looking for a IT Helpdesk engineer to join our team.

Responsibilities:

  • Properly escalate unresolved questions to the next level of support;
  • Develop and work against performance measuring metrics to ensure helpdesk service quality;
  • Handle local and remote end-user requests; troubleshoot issues with hardware, software, applications, and network;
  • Curiosity and ability to work in a fast-paced environment that will challenge organizational and time management skills;
  • Provide first level one-on-one contact and communicate resolutions to customer issues;
  • Document work done in ConnectWise ticketing system by recording the issue, outcome and resolution;
  • Outstanding interpersonal skills, including strong verbal and written communication skills;
  • Use excellent customer service skills to exceed customers’ expectations;
  • Manage an internal ticketing system in an organized and reportable manner, knowledge and experience with enterprise support systems is a plus;
  • Documentation of systems and IT processes for end users, training users on new/updates systems;
  • Recommended procedure modifications or improvements as needed;
  • Capable of growing with the company;
  • Manage IT inventory, procurement and refresh of software/hardware assets based on company needs;
  • Track, route and redirect problems to correct resources;
  • Follow up with clients, provide feedback and see problems through to resolution.

Requirements:

  • Experience as a helpdesk support specialist, field support services, or network administration required. College degree not required;
  • Experience supporting A/V conferencing technologies;
  • Customer service orientation toward helping people with a calm, helpful, and empathetic demeanor;
  • Working knowledge of Active Directory, Office 365 email, and using remote control software;
  • Knowledge of Windows 10, Microsoft Office applications, Office 365 email, and server management;
  • Education in MIS or IT, or equivalent experience, Bachelor’s degree will be a plus;
  • Must have strong network troubleshooting skills;
  • Advanced troubleshooting and multi-tasking skills;
  • Experience with desktop support on Windows and Mac OS;
  • Experience with Google and Microsoft infrastructure (Google apps, Office 365 and Active Directory);
  • Proven working experience in providing help desk support;
  • Experience providing support to remote and geographically distributed users;
  • 3+ years of experience providing face-to-face desktop support to users in a heterogeneous network;
  • Strong client-facing and communication skills;
  • Proficiency in English.