Help Desk Technician

Job Overview

The Help Desk Technician serves as the first point of contact for technical assistance through phone, email, and chat support. This position requires prompt problem resolution, effective ticket queue management to adhere to service level agreements, escalation of complex issues to advanced support tiers, and maintaining a professional IT department representation while delivering excellent customer service.

Primary Duties

• Handle incoming incident or service request calls and tickets using approved communication and ticketing systems following prescribed routing and workflow protocols.
• Ensure each created incident or request ticket is thoroughly documented with necessary information, notes, and properly assigned to relevant support staff.
• Diagnose, analyze, and resolve user issues on initial contact via telephone, chat, or email, escalating to Tier 2/3 support when needed.
• Collaborate with fellow Help Desk and IT Operations Technicians and other support teams to enhance understanding and problem-solving effectiveness.
• Maintain friendly and productive interactions with customers, colleagues, and management to foster positive communication and service experiences.
• Deliver superior customer service to maximize organizational productivity.
• Develop strong teamwork relationships with other IT support personnel to ensure high-quality end-user service.
• Proactively assess situations to determine and implement long-term corrective measures.
• Adapt to collaborating with individuals of diverse technical backgrounds and skill levels.

Required Qualifications

• High School Diploma or GED certification.
• Minimum of one year experience in Information Technology or a related field.
• At least one year of experience in a Help Desk or Call Center environment.
• Basic proficiency in computer technologies.
• Familiarity with Microsoft Windows and ChromeOS operating systems.
• Working knowledge of Google Apps suite.
• Strong written communication capabilities.

Preferred Qualifications

• Associate’s degree.
• CompTIA A+ certification.
• Experience with Okta platform.
• Familiarity with Citrix and CampusVue systems.
• Knowledge of Active Directory management.
• Experience using Google Admin console.

Physical Requirements

The role demands the physical ability to stand, walk, sit for extended periods, use hands for manual tasks, reach, climb stairs, balance, stoop, kneel, crouch or crawl, talk, hear, and occasionally lift or move up to 25 pounds. Vision requirements include close, distance, color, peripheral vision, depth perception, and focus adjustment capability. Reasonable accommodations may be provided to qualified individuals with disabilities.

Working Environment

The work setting is predominately indoors with moderate noise levels and minimal exposure to weather. Reasonable accommodations will be allowed to enable employees with disabilities to perform their duties effectively.

Additional Notes

This description is intended to provide an accurate summary of the position but is not an exhaustive list of all functions, responsibilities, skills, or requirements. Management maintains the right to modify duties as needed. Employment is at-will and does not establish a contractual agreement.