The #1 Site for IT and Engineering Jobs - search all IT and Engineering  jobs.
Mr50276dn17yqty62xd

Help Desk Technician

Job Description

  • Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
  • Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
  • Build rapport and elicit problem details from help desk customers.
  • Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
  • Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
  • Apply diagnostic utilities to aid in troubleshooting.
  • Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
  • Identify and learn appropriate software and hardware used and supported by the organization.
  • Perform hands-on fixes at the desktop, network levels, including installing and upgrading software, installing hardware, implementing file backups, mapping, troubleshooting connections, configuring systems, and applications.
  • Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
  • Test fixes to ensure problem has been adequately resolved.
  • Perform post-resolution follow-ups to help requests.
  • Develop help sheets and frequently asked questions lists for end users.
  • Performs other duties as assigned by management. 
Customer/Vendor Work Relationships
  • All groups: Keep groups apprised of computer help status and activities in a positive and professional manner.
Continuous Improvement/Productivity
  • Represents the MIS/IT Department on continuous improvement or other task teams.
  • Works to improve helpdesk efficiency by suggesting changes, such as creation of frequently asked questions and template for loading software.

 
Job Qualifications

Certification

  • 1 to 2 years information systems courses. Hands-on work experience preferred.

Knowledge & Experience

  • Knowledge of basic computer hardware, including desktops laptops and printers.
  • Experience with desktop and server operating systems, including Windows 10 pro, Windows Server 2012.
  • Extensive application support experience with Microsoft Office.
  • Good understanding of the organization’s goals and objectives.
  • Exceptional written and oral communication skills.
  • Exceptional interpersonal skills, listening, and questioning skills.
  • Strong documentation skills.

Personal Attributes

  • Ability to conduct research into a wide range of computing issues as required.
  • Ability to absorb and retain information quickly.
  • Ability to present ideas in user-friendly language.
  • Highly self motivated and directed.
  • Keen attention to detail.
  • Proven analytical and problem-solving abilities.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Exceptional customer service orientation.
  • Experience working in a team-oriented, collaborative environment.

Work Conditions

  • Sitting for extended periods.
  • Dexterity of hands and fingers to operate a computer keyboard, mouse, and to handle other computer components.
  • Lifting and transporting of moderately heavy objects, such as computers and peripherals.

Job Requirements

 

Job Snapshot

Location US-CT-Thomaston
Employment Type Full-Time
Pay Type Year
Pay Rate N/A
Store Type Other, IT & Technical
Apply

Company Overview

Ward Leonard CT LLC

Contact Information

US-CT-Thomaston
Snapshot
Ward Leonard CT LLC
Company:
US-CT-Thomaston
Location:
Full-Time
Employment Type:
Year
Pay Type:
N/A
Pay Rate:
Other, IT & Technical
Store Type:

Job Description

  • Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
  • Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
  • Build rapport and elicit problem details from help desk customers.
  • Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
  • Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
  • Apply diagnostic utilities to aid in troubleshooting.
  • Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
  • Identify and learn appropriate software and hardware used and supported by the organization.
  • Perform hands-on fixes at the desktop, network levels, including installing and upgrading software, installing hardware, implementing file backups, mapping, troubleshooting connections, configuring systems, and applications.
  • Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
  • Test fixes to ensure problem has been adequately resolved.
  • Perform post-resolution follow-ups to help requests.
  • Develop help sheets and frequently asked questions lists for end users.
  • Performs other duties as assigned by management. 
Customer/Vendor Work Relationships
  • All groups: Keep groups apprised of computer help status and activities in a positive and professional manner.
Continuous Improvement/Productivity
  • Represents the MIS/IT Department on continuous improvement or other task teams.
  • Works to improve helpdesk efficiency by suggesting changes, such as creation of frequently asked questions and template for loading software.

 
Job Qualifications

Certification

  • 1 to 2 years information systems courses. Hands-on work experience preferred.

Knowledge & Experience

  • Knowledge of basic computer hardware, including desktops laptops and printers.
  • Experience with desktop and server operating systems, including Windows 10 pro, Windows Server 2012.
  • Extensive application support experience with Microsoft Office.
  • Good understanding of the organization’s goals and objectives.
  • Exceptional written and oral communication skills.
  • Exceptional interpersonal skills, listening, and questioning skills.
  • Strong documentation skills.

Personal Attributes

  • Ability to conduct research into a wide range of computing issues as required.
  • Ability to absorb and retain information quickly.
  • Ability to present ideas in user-friendly language.
  • Highly self motivated and directed.
  • Keen attention to detail.
  • Proven analytical and problem-solving abilities.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Exceptional customer service orientation.
  • Experience working in a team-oriented, collaborative environment.

Work Conditions

  • Sitting for extended periods.
  • Dexterity of hands and fingers to operate a computer keyboard, mouse, and to handle other computer components.
  • Lifting and transporting of moderately heavy objects, such as computers and peripherals.

Job Requirements

 
Mr006576y77jyzycx1k
Sologig Advice

For your privacy and protection, when applying to a job online: Never give your social security number to a prospective employer, provide credit card or bank account information, or perform any sort of monetary transaction.Learn More

By applying to a job using sologig.com you are agreeing to comply with and be subject to the workinretail.com Terms and Conditions for use of our website. To use our website, you must agree with theTerms & Conditionsand both meet and comply with their provisions.
Help Desk Technician Apply now