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.