Help Desk Technician

The Service Desk Technician serves as the primary point of contact for inbound technical calls, working to review, resolve, and escalate issues for internal and external partners within established timeframes. The role also requires accurate real-time documentation and participation in after-hours/on-call coverage when needed.

Responsibilities

• Update the ticketing system in real time with detailed notes on the status of tickets assigned.
• Provide immediate, accurate updates to ticket notes and statuses for all work completed.
• Deliver excellent customer service via phone and email, including support for difficult end-user interactions.
• Use intermediate writing, proofreading, and editing skills to maintain clear and current ticket documentation.
• Read, interpret, and follow documentation covering technical processes and procedures.
• Understand and follow the client escalation path, including communicating escalated issues effectively.
• Troubleshoot computer hardware and software issues and isolate root causes.
• Troubleshoot printers and scanners, including both network and direct devices.
• Apply knowledge of application configuration as needed to support client environments.
• Troubleshoot basic network issues related to hardware and Wi-Fi, including passwords, connectivity, and ports.
• Follow client procedures to set up new users.
• Reset user passwords in various systems in accordance with client procedures.
• Complete detailed activity log forms and submit them to the manager daily or as requested.
• Access, update, and edit technical documentation as assigned.
• Provide data related to assigned tickets when requested.
• Learn and use new software and programs related to assigned duties.
• Maintain confidentiality of all client information.
• Build and maintain positive working relationships with internal and external stakeholders.
• Follow department and company policies, procedures, and processes.
• Report consistently and on time to work.
• Attend work-related meetings and conference calls.
• Perform other work-related duties as assigned.

Requirements

• Ability to accurately and immediately update ticket notes and status in real time.
• Excellent customer service ability via phone and email, including handling potentially difficult end users.
• Intermediate writing, proofreading, and editing skills for ticket updates.
• Ability to read, understand, and follow documentation on technical processes and procedures.
• Understanding of the client escalation path and the ability to explain escalated issues.
• Troubleshooting skills for computer hardware and software to isolate problems.
• Ability to troubleshoot printers and scanners, both network and direct.
• Knowledge of application configuration.
• Troubleshooting ability for basic network issues involving hardware and Wi-Fi, including passwords, connectivity, and ports.
• Ability to follow client procedures for new user setup.
• Ability to reset user passwords in various systems per client procedure.
• Ability to complete detailed activity log forms and submit them daily or as requested.
• Ability to access, update, and edit technical documentation as assigned.
• Responsibility to provide data relating to assigned tickets as requested.
• Aptitude for quickly learning and using new software and programs related to assigned duties.
• Commitment to confidentiality of client information.
• Ability to cultivate positive working relationships with internal and external stakeholders.
• Proficiency in department and company policies, procedures, and processes.
• Consistent, on-time attendance.
• Attendance at work-related meetings and conference calls.
• Ability to perform other work-related duties as assigned.
• Excellent attention to detail; strong written and verbal communication skills.
• Exceptional phone etiquette and customer service skills.
• Strong organization, time management, and ability to meet deadlines and quotas.
• Effective problem solving and analysis, often under pressure.
• Ability to multi-task and manage competing priorities.
• Technical capacity and strong decision-making skills.
• Ability to communicate and cooperate with internal and external stakeholders; ability to work in a team and take direction.
• Flexible schedule to support after-hours/on-call rotation shifts as determined by business needs and/or your supervisor.

Work Environment

This role operates in a professional office environment and routinely uses standard office equipment such as computers, phones, headsets, and photocopiers.

Physical Demands

• Regularly required to read, write, talk, and hear.
• Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Schedule and Position Type

• Full-time position with hours Monday through Friday, 6 a.m. to 6 p.m.
• Work schedule will be determined with the manager as client coverage dictates and may change.
• Occasional evening and weekend work may be required as job duties demand.

Preferred Education and Experience

Previous IT help desk or service desk experience is strongly preferred.