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About the Role
The IT Help Desk Technician is a key member of the Usherwood team, providing support for all managed IT clients. As a Microsoft Gold Partner, this role offers end-user support for diverse IT challenges, ranging from computer hardware and application issues to mobile devices.
Responsibilities
- Respond to service tickets from customers regarding Managed IT services, including desktop, tablet, and mobile device support, offline servers, software updates, and virus removal.
- Identify, research, and resolve technical problems of moderate complexity.
- Respond to telephone, email, and online requests for technical support.
- Document, track, and monitor client problems using applicable systems and tools.
- Coordinate with other teams or departments to resolve service tickets.
- Assist in the delivery and onboarding of Managed IT services.
- Escalate unresolved issues to Tier II support.
Requirements
- Interacts with people effectively, sharing and receiving information.
- Cooperates within and across groups, supporting group decisions and prioritizing group goals.
- Demonstrates energy and enthusiasm, committing to additional effort and maintaining high productivity and self-direction.
- Analyzes problems by gathering and organizing relevant information, identifying cause-and-effect relationships, and developing appropriate solutions.
- Knowledge of Microsoft Windows operating systems, mobile devices, printers/scanners, Microsoft Office Suite, and ticketing system applications.
- Ability to prioritize and multitask assigned issues in a fast-paced work environment.
- Possesses a positive attitude towards customer service and integrity.
- Must be able to communicate professionally with customers.
- Demonstrated skills in problem troubleshooting, root cause analysis, and resolution.
Skills
- Microsoft Windows operating systems
- Mobile devices
- Printers/scanners
- Microsoft Office Suite
- Ticketing system applications
- Prioritization
- Multitasking
- Customer service
- Integrity
- Professional communication
- Problem troubleshooting
- Root cause analysis
- Resolution
Experience Level
- Minimum one-year experience in a technical support or help desk center is preferred
Education Level
- Associates Degree in either Computer Science or IT is preferred
- CompTIA A+ Certification is preferred
Benefits
- Eligible for bonus program
About the Company
- As a Microsoft Gold Partner