IT Help Desk Technician

Schedule: Sunday - Thursday

We are looking for a Help Desk Technician to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them

The goal is to create value for clients that will help preserve the company’s reputation and business

Serve as the first point of contact for customers seeking technical assistance

Perform local and remote troubleshooting through diagnostic techniques and pertinent questions

Answer help desk tickets and provide timely resolution

Walk the customer through the problem-solving process

Direct unresolved issues to the next level of support personnel

Complete tasks and/or projects as assigned in downtime

Record events and problems and their resolution in the ticketing system

Follow-up and update customer status and information

Pass on any feedback or suggestions by customers to the appropriate internal team

Identify and suggest possible improvements on procedures

Manage accounts in multiple systems, including Active Directory, the Atlassian Cloud, Office 365 & others as assigned

Procure I.T. equipment and provision based on user requirements

Record new assets and update existing asset changes in asset management system

Occasional after hours or holiday weekends on call- An excellent Help Desk Technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers

Customer-oriented with a positive attitude

Ability to lawfully access information and technology that is subject to US export controls

Tech savvy, good understanding of computer systems, mobile devices, and other tech products

Jira experience preferred

Demonstrated proficiency related to the position, including, BS/BA Degree OR Certification(s)/Certificate(s) OR Technical Program Completion OR Past Work Experience

Ability to diagnose and resolve basic technical issues

Willingness to tackle problems and find solutions

Excellent communication skills

Office 365 experience preferred