Help Desk Technician Level 1

hace 4 semanas


Sabana Llana Sur Barrio, Puerto Rico Strack And Van Til A tiempo completo
Job Title: Pt - Help Desk Technician - Level 1

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.
Requirements:
  • 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.
Work Conditions:

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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