General Description

This position will provide fast and useful technical assistance with computer systems. You will answer queries on basic technical issues and offer advice to solve them. An excellent service desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. You must be customer-oriented and patient to deal with diverse customers. The goal is to create value for clients that will help preserve the company’s reputation and business.

Essential Duties and Responsibilities

• Provide a first point of contact for customers seeking technical assistance with a ticket, phone call, email, or in person

• Perform remote troubleshooting through diagnostic techniques and pertinent questions

• Determine the best solution based on the issue and details provided by customers

• Walk the customer through the problem-solving process

• Direct unresolved issues to the next level of support team member

• Provide accurate information on IT products or services

• Record events and problems and their resolution in logs

• 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

• Execute daily payment processes

• Configure, maintain, and deliver required hardware, software, service levels according to established IT procedures

• Install, configure, test, maintain, monitor, and troubleshoot hardware & software

• Liaise with third-party vendor support, equipment vendors and business partners

• Prepare, maintain, and adhere to IT procedures for logging, reporting, and monitoring IT services

• Respond to emergency IT service outages in accordance with business continuity and disaster recovery plans

• Required to drive to our satellite office(s) once per workweek

Education, Licensure, Certification, and Experience

• Experience in help desk or service desk position or other customer support role

• Experience working in a team-oriented, collaborative environment

• Experience in troubleshooting Microsoft 365 apps (Outlook, Teams, etc.)

• Associate degree in IT, Computer Science preferred

Knowledge, Skills, and Abilities

• Tech savvy with working knowledge of office automation products, databases, and remote control.

• Ability to diagnose and resolve basic technical issues

• Understanding of computer systems, mobile devices, and other technology products.

• Available for rotating evening/early morning and occasional weekend work to meet deadlines.

• Excellent communication skills, including proficiency in the English language

• Customer-oriented and ability to remain calm when working with customers, difficult situations or unknown solutions; ability to stay cool-tempered

• Ability to drive to our satellite office(s)