- Maintain a high level of internal customer service.
- Demonstrate the ability to learn and perform troubleshooting for computers, servers, applications, and networks.
- Successfully resolve technical incidents / requests with high quality, escalating where appropriate.
- Log incident activity and information. Track and route problems and requests. Document incidents and resolutions in client's help desk application. Utilize ticketing system(s) to document issues, communicate statuses, and resolution.
- Visit the remote plant locations and confer with the end users. Resolve any problems that exist as needed.
- Perform maintenance and patching once a month (non-standard work hours)
- Identify trends or recurring concerns within the help desk incidents. Suggest actions to reduce help desk concerns and improve the user experience.
- Create and update documentation to support the organization's effective system usage.
- Performs all other functions as required; included are any work assignments relating to the efficient flow of work within the client.
- Minimum three (3) years working with computers, networks, and applications within a professional environment.
- Two (2) years of help desk or customer service experience strongly preferred.
- Experience with troubleshooting and resolving Windows 10 and basic laptop hardware issues.
- Basic understanding of enterprise data center concepts (Windows, networking, server administration).
- 1-2 years Deskside support experience
- Possession of a High School Diploma or General Education Degree (GED) is required for all new hires in all positions.
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Help Desk Technician - Saline, United States - System Soft Technologies
Description
SUMMARY OF POSITION:
The Help Desk Technician makes technology an asset for users and the organization by providing effective and timely solutions to technological issues. The Help Desk Technician works in a fast-paced environment, works independently, assesses incidents / requests, and applies the correct level of urgency to achieve a mutually accepted solution all while providing exemplary customer service in support of the organization's technology vision.
PRIMARY DUTIES AND RESPONSIBILITIES:
REQUIRED EXPERIENCE:
