The Help Desk Technician is responsible for being on-time, professional, knowledgeable, and courteous. Additionally, the tech is to be a problem-solver and a server as the point of contact for issues impacting company IT operations.
Responsibilities and Duties:
• Resolve technical support requests via incoming ticket requests, e-mails or calls
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Interfaces with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department.
• Resolves problem situations in a professional manner.
• Use current ticket system to create tickets to self, technician, or appropriate IT Staff for assigning escalated support requests.
• Consistently reviews and prioritizes tickets and workload
• Participate in the On-Call rotation for After Hours support.
• Work effectively with all levels of employees in the organization.
• Complies with all Company policies and guidelines.
• Perform other related duties as necessary or as assigned by supervisors.