Help Desk Technician Level 1
hace 4 semanas
At Strack And Van Til, we are seeking a skilled Help Desk Technician to join our team. As a Help Desk Technician, you will be responsible for ensuring proper computer operations to enable end users to complete business tasks.
Key Responsibilities:- Evaluate documented resolutions and analyze trends to prevent future issues.
- Notify management of emerging trends in incidents.
- Assist in software releases, rollouts, and end-user communications.
- Respond to service requests via phone and email, ensuring courteous and timely resolution.
- Document user details, including name, department, contact info, and issue specifics.
- Build rapport and gather problem details from customers.
- Prioritize and schedule issues, escalating as needed to more experienced technicians.
- Track and document the problem-solving process through to resolution.
- Use diagnostic tools to troubleshoot issues.
- Access updates, drivers, knowledge bases, and FAQs to resolve problems.
- Learn and support the organization's software and hardware.
- Perform hands-on fixes, including software installs, hardware upgrades, backups, and system configurations.
- Ensure antivirus software is installed and updated.
- Perform preventative maintenance, such as cleaning workstations and peripherals.
- Test fixes to confirm issue resolution.
- Conduct follow-ups on resolved issues.
- Develop help sheets and FAQs for users.
- Reinforce SLAs to manage user expectations.
- Strong written and verbal communication skills.
- Excellent interpersonal skills, including rapport-building, listening, and questioning.
- Strong documentation skills.
- Knowledge of basic computer hardware and networking.
- Experience with desktop and server operating systems.
- Proficiency in MS Word, Excel, Outlook, and common business applications.
- Working knowledge of diagnostic tools.
- Fluent in English.
Sitting for extended periods. Use of hands to operate computer equipment and peripherals. Lifting and moving moderately heavy objects, like computers.
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