IT Help Desk Technician
This role is both the frontline of internal customer technical support (Tier 1), as well as escalated support (Tier 2), resolving more difficult issues and escalating further, when needed.

Functions and Responsibilities
• Act as the first point of contact for internal customers via phone and Service Now
• Uses Service Management solutions to log, assign and receive support tickets with descriptions of issues, progress and solutions and guides Tier 1 staff in best practice usage
• Resolves problems with hardware (workstations, printers, mobile devices and servers) and software (Network Access, Microsoft Office, Business Systems, on-premises and online).
• Asks questions about the problem and explaining possible solutions
• Uses manual and automated diagnostic tools to identify problems and root cause
• Updates knowledge base with prescriptive guidance for common problems to improve quality of Tier 0 customer self-service
• Escalates incidents and requests Tier 3 support when the problem is more complex
• Arranges for a technician to visit the customer if a problem can’t be solved over the phone or by email.
• Develops and maintains knowledge of legacy, existing, and new PC hardware and software technology.
• Participates actively in incident, problem, request and change management processes and their ongoing improvement.
• Follows procedures for the installation, deployment and maintenance of workstation hardware and software.
• Executes corrective actions as prescribed by other technicians or per standard recovery procedures.

Qualifications
• High School Diploma required
• 3+ years work experience in IT customer service role, able to demonstrate technology skillset in a customer service capacity
• Professionally respond to calls, emails, chats and voicemails for customer support.
• Technical writing proficiency.
• Innovative, team-oriented problem solver.
• Excellent interpersonal, negotiation and communication (verbal and written) skills.
• Excellent organizational, time management and follow-through skills.
• Ability to manage multiple, competing priorities.
• Unwavering commitment to providing customers with a high-quality experience.
• Troubleshooting and diagnostic / repair skills for PCs and components.
• Troubleshooting and diagnostic / repair skills for peripheral equipment such as printers, document scanners, barcode scanners, handheld devices, and monitors.
• Experience using imaging and migration utilities such as SCCM, MDT, and USMT.
• Proficiency in Microsoft Office application usage.
• Experience troubleshooting Mobile Device Operation Systems (iOS, Android)
• Experience troubleshooting Microsoft Desktop Operating Systems (Windows 10/7)
• Knowledge of networking fundamentals
• Must be physically capable of lifting computers, monitors, printers, parts and supplies and sitting for extended periods of time.
• Experience troubleshooting MacOS clients
• CompTia A+ / Server+ / Network+
• HDI Customer Help Desk Analyst
• Microsoft Office Specialist
• MTA / Microsoft Office Specialist
• MCP / MCSA / MCSE / MCDST
• ITIL
• ServiceNow