- 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 - Crockett, United States - AMSYS Innovative Solutions
Description
Job description
Have you got what it takes to succeed The following information should be read carefully by all candidates.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.
