Help Desk Support Technician

Technical Skills

Must Have:

• Minimum 1 year of IT support or service desk experience, including professional work, internships, academic projects, or coursework.
• Associate degree preferred, but relevant work experience may be substituted.
• Availability to work daytime and evening hours during the week and some weekends as part of a standard schedule.

Nice To Have:

• Experience in professional environments requiring technical support.
• Strong verbal communication skills with the ability to professionally engage with customers.
• Ability to quickly diagnose and resolve technical issues using available resources.
• Customer service skills, including the ability to handle difficult interactions professionally.
• Familiarity with common business applications and internet-based tools.
• Relevant industry certifications.

Job Description

Summary:

The Service Desk Technician provides technical assistance and outstanding customer service, supporting end-users with software, hardware, and system-related issues. Responsibilities include responding to inquiries, troubleshooting problems, and implementing solutions efficiently. This role requires strong problem-solving skills and the ability to handle a high volume of interactions while ensuring prompt and accurate resolutions.

Duties & Responsibilities:

• Deliver exceptional customer service and build positive relationships with end-users.
• Work individually and collaboratively to meet and exceed service goals related to response times, availability, and quality.
• Stay informed on relevant technology, products, and procedures.
• Maintain detailed documentation of customer interactions to support troubleshooting efforts.
• Follow up with users to ensure successful resolution of technical issues.
• Contribute to process improvements for the service desk.
• Collaborate with internal support teams to enhance service delivery.
• Perform additional duties as needed.

Skills:

• Helpdesk support
• Troubleshooting technical issues
• Customer service expertise
• System and software assistance

Experience Level:

Intermediate