- Manage Help Desk tickets in a timely and efficient manner
- Monitor and respond quickly and efficiently to customer issues via phone, email, and computer chat
- Provide customer assistance and communicate any pending or unresolved issues to direct report each day
- Document all customer interactions in the ticketing system
- Run diagnostics to resolve customer-reported issues
- Escalate issues to the next Tier based on level of difficulty
- Install, make changes, and repair computer hardware and software
- Follow-up with customers to ensure issues are resolved
- Resolve technical problems with Local Area Networks (LA), Wide Area Networks (WAN), and other systems
- Collect feedback to determine patterns and issues such that they can be resolved, or FAQs can be provided to customers to ease in troubleshooting
- Submit EOD ticket performance reporting
- Microsoft Certified Systems Engineer designation, preferred
- 5+ years of experience working in a help desk environment
- Microsoft O365, Azure AD, and Office experience are required
- Windows 10 experience
- Flexibility to work a variety of shifts with minimal notice
- Ability to work well with others
- Proficiency with MAC and IOS computers
- Excellent oral communication skills
- Detail-oriented and highly organized
- Ability to diagnose and resolve basic computer technical issues
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Help Desk Technician - Houston, United States - AMSYS Innovative Solutions, LLC
Description
Job description
Qualifications for Help Desk Technician
Preferred experience in the following:
SolarWinds, Cisco Certs/Network Troubleshooting, Firewall Configuration (Fortinet/Watch Guard), PowerShell, Sys Admin\Server Management (Microsoft\AD\Group Policy), Aruba Central, ConnectWise.