IT Help Desk Technician

• Serving as the first point of contact for customers seeking technical assistance over the phone or email, chat, physically and other relevant communication channels;
• respond to requests for technical assistance in person, via phone, electronically;
• log all help desk interactions;
• Performing remote troubleshooting through diagnostic techniques and pertinent questions;
• Determining the best solution based on the issue and details provided by customers;
• Monitor and diagnose errors on company IT equipment and services, and log appropriated calls based on those events;
• Training other staff members on troubleshooting and diagnosing problems;
• Writing, editing, and revising training manuals for new and updated software and hardware;
• Providing technical assistance for questions and problems;
• Company software and Hardware asset management;
• diagnose and resolve technical hardware and software issues;
• research questions/solutions and technology using available information resources;
• advise user on appropriate action;
• follow standard help desk procedures;
• administer help desk software;
• redirect problems to correct resource;
• identify and escalate situations requiring urgent attention;
• track and route problems and requests and document resolutions;
• prepare activity reports;
• inform management of recurring problems;
• stay current with system information, changes and updates;
• Follow up on outstanding requests and ensure timely resolution;
• Create accounts, configure hardware/software and provide IT induction as part of on-boarding process;
• Support audio and video equipment in conference rooms;
• Manage and monitor internal assets to ensure accurate inventory records;
• Determine the best solution based on the issue and details provided by customers;
• Walk the customer through the problem-solving process;
• Escalete unresolved issues to the next level of support personnel;
• 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;
• Install, modify, and repair computer hardware and software;
• Clean up computers;

• Bachelors degree preferred;
• working knowledge of fundamental operations of relevant software, hardware and other equipment;
• knowledge of relevant call tracking applications;
• knowledge and experience of customer service practices;
• ITIL Foundation certification;
• Familiar with Active Director, user and computer management;
• G-SUIT certification;
• Microsoft Asset Management Certification;
• related experience and training in troubleshooting and providing help desk support;
• minimun of 2 year experience in a similar IT role;

.