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    On-Call Help Desk Technician - San Jose, United States - CrowdPlat

    CrowdPlat
    CrowdPlat San Jose, United States

    4 weeks ago

    Default job background
    Technology / Internet
    Description

    Job Overview:

    We are currently seeking an energetic and detail-oriented On-Call Help Desk Technician (Tier I) to join our IT support team. This entry-level position is designed for individuals looking to build a career in IT. Under general supervision, the successful candidate will provide technical assistance and support related to computer systems, hardware, and software. This role requires problem-solving skills and the ability to communicate effectively with non-technical staff.

    Responsibilities:

    • Respond to queries on basic technical issues and offer advice to solve them.
    • Serve as the first point of contact for customers seeking technical assistance over the phone or email.
    • 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 logs.
    • Follow-up and update customer status and information.
    • Pass on any feedback or suggestions by customers to the appropriate internal team.
    • Identify and suggest possible improvements on procedures.

    Qualifications:

    • Proven experience as a help desk technician or other customer support role.
    • Tech savvy with working knowledge of office automation products, databases, and remote control.
    • Good understanding of computer systems, mobile devices, and other tech products.
    • Ability to diagnose and resolve basic technical issues.
    • Proficiency in English.
    • Excellent communication skills.
    • Customer-oriented and cool-tempered.
    • High school diploma or equivalent; higher degree in a relevant discipline or IT certifications would be a plus.

    Preferred Skills:

    • Experience with help desk software, such as Zendesk or Freshdesk.
    • Basic knowledge of network troubleshooting and configuration.
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