The IT Help Desk Technician role supports the IT Department by delivering desktop support and customer-focused technical assistance. The position serves as the first point of contact for phone and email technical inquiries, performing remote troubleshooting, resolution, and escalation when needed.
Role Overview
Provide fast, practical technical help for computer systems and related services. This includes answering basic technical questions, offering guidance to resolve issues, and communicating clearly to understand customer problems and explain solutions. Support coverage includes systems such as VoIP systems, servers, storage, networks, peripherals, and desktops.
Key Responsibilities
- Assist with desktop support and timely customer service.
- Act as the first point of contact for customers seeking technical assistance by phone or email.
- Perform remote troubleshooting using diagnostic techniques and relevant questions.
- Assess the best solution based on the issue and details provided by customers.
- Walk customers through the problem-solving process.
- Direct unresolved issues to the next level of support personnel.
- Provide accurate information on IT products or services.
- Record events, problems, and resolutions in logs.
- Follow up with customers to update status and information.
- Pass customer feedback or suggestions to the appropriate internal team.
- Identify and suggest possible improvements to procedures.
- Deploy client technologies, including PCs, laptops, printers, peripherals, telephony devices, and mobile devices, and support new users.
- Assist staff with incidents or issues affecting the ability to use client technologies.
- Maintain hardware inventory.
- Administer a ticketing system to input and track incidents.
- Train users on client technologies and support them in resolving system issues.
- Keep current with developments and trends in the area of expertise.
- Use the company change management process to document decommissioning or implementation of desktops and laptops.
- Create and maintain processes and procedures related to the area of responsibility.
- Assist with special projects as needed.
Training and Process Support
Maintain documentation through logs and ticketing workflows, and support continuous improvement by building and updating processes and procedures related to daily responsibilities. Apply the company change management process when documenting desktop and laptop decommissioning or implementation activities.
Requirements
- High school diploma or equivalent.
- At least 1 year of IT Help Desk experience or similar experience.
- Pursuing an associate's degree.
- General knowledge of computer operations, desktop support, networking, and troubleshooting.
Additional Functions
Other duties as assigned.
Location and Work Setting
Onsite role in Tyler, TX.
Minimum Experience
1 year.
