I.T. Help Desk Technician

Summary:

We are seeking a detail-oriented and customer-focused individual to join our IT Help Desk team. In this role, you will be the first point of contact for internal and/or external users experiencing technical issues with our technology systems, hardware, and software. You will be responsible for troubleshooting problems, providing technical support, and escalating complex issues to the appropriate team.

Responsibilities:

• Respond to user inquiries via phone, email, chat, or in person.
• Actively listen to users' concerns and identify the root cause of technical problems.
• Troubleshoot and resolve common computer hardware, software, and network issues.
• Provide step-by-step instructions and clear communication to guide users through problem resolution.
• Document all interactions and resolutions for future reference.
• Escalate complex or unresolved issues to the appropriate IT team member.
• Update knowledge base with new information and solutions.
• Maintain a positive and professional demeanor while interacting with users.
• Participate in ongoing training and development to stay up-to-date on new technologies.