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    Help Desk Technician - Birmingham, United States - PPM Consultants, Inc

    PPM Consultants, Inc
    PPM Consultants, Inc Birmingham, United States

    4 weeks ago

    Default job background
    Description
    Job Title

    Help Desk Technician

    Job Type

    Full-time

    Career Level

    Mid Level

    Education

    Bachelor's Degree

    Location

    Birmingham - Birmingham, AL 35210 US (Primary)

    Category

    Information Technology

    Job Description

    Job Brief
    We are looking for a Help desk technician to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them.

    An excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution.

    They must also be customer-oriented and patient to deal with difficult customers.
    Responsibilities

    The responsibilities for this position include the following:
    Serve as the first point of contact for employees seeking technical assistance thru the ticketing system
    Perform remote troubleshooting through diagnostic techniques and pertinent questions
    Determine the best solution based on the issue and details provided by customers
    Walk the customer through the problem-solving process
    Direct unresolved issues to the next level of support personnel
    Provide accurate information on IT products or services
    Record events and problems and their resolution in the ticket system
    Perform PC staging and deployment for new employees.
    Assist in documenting IT infrastructure and processes.
    Pass on any feedback or suggestions by customers to the IT Director
    Identify and suggest possible improvements on procedures

    Job Requirements

    Competencies and Qualities

    Qualified candidates must have the following competencies and qualities:
    Able to understand the perspective of the end user in all support interactions
    Able to multi-task and work in a fast-paced, deadline-driven environment
    Makes effective use of time and complete tasks efficiently and on time
    Excellent follow-up skills and initiative to ensure support requests are resolved in a timely manner
    Able to interact with employees at all levels
    Able to adapt and learn quickly when technology or processes change
    Resourceful and creative problem solver
    Attentive to details
    Strong analytical, numerical, and reasoning abilities
    Self-starter and self-directed while able to collaborate effectively within a team, as well as follow company policies, processes, and procedures
    Education, Experience, and Certifications

    Bachelor's degree in information technology or related field of study, or

    commensurate job experience
    Help Desk experience or commensurate experience assisting end users with IT usage and troubleshooting

    Experience with the following:
    System hardware, software, and operating systems
    Cloud solutions such as Microsoft 365
    Active Directory and Group Policy administration
    Microsoft office applications

    PI5a08c39ab
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