Help Desk Technician

The Help Desk Technician operates in a primarily call center environment and is responsible for answering all incoming phone calls to the IT Service Desk. This position provides first-level technical support by troubleshooting hardware, software, and network issues, accurately documenting incidents and service requests. Ensure prompt and effective resolution or escalation of issues while delivering excellent customer service and maintaining a high level of professionalism in all interactions. 

 

Duties and Responsibilities:

• Manages the flow of Help Desk tickets and monitors the queue for
• Serves as the first contact for user support, interact with other IT
• Assists users with hardware and software problems and questions to include file management, internet and software usage, peripheral usage, etc.
• Assists with Network Administration and Management including troubleshooting problems with communications such as hubs, routers, switches cables, etc.
• Initiates problem calls with Subject Matter Experts when incident trends denote a wider
• Keep management informed of Help Desk ticket statistics and
• Post weekly statistics to the department SQDC board and complies other statistics as
• Other duties as assigned.

 Knowledge/Skills/Abilities:

• Knowledge of Microsoft and Apple operating and application
• Knowledge of Virus protection and cleansing
• PC and Mac troubleshooting
• Problem-solving and analytical
• Effective written and verbal

Education and Experience:

• Required: HS Diploma 
• Preferred: Associates or Technical school certificate in an IT related discipline may be considered 
• Two years of experience in installing, repairing, and troubleshooting computers and software

#LI-LT1

Independent, diversified manufacturing company delivering industrial solutions.