Help Desk Tech - Level 1

Job Description

Summary:

An IT professional who provides remote technical assistance on computer systems and serves as the first contact for customers who need technical assistance over the phone or ticket system. It is the responsibility of the help desk tech to answer the phone on shift and introduce yourself and ask for the end users’ information. The Help desk technician will then create the ticket and begin troubleshooting and resolving the issue reported. The other responsibility of the help desk technician is to watch the service board for any newly submitted tickets and respond to those tickets accordingly. All work should be documented in our ticket system so when shifts are switched, we can make smooth handoffs to other members of the team.

Technical Requirements:

• Basic understanding of computer networks and wireless networks.
• Proficiency with Windows 10 and desktop operating systems
• Proficiency with MS Office applications.
• Basic understanding of VDI and thin clients
• Basic Understanding of Active Directory
• Active Directory Administration
• Basic understanding of MFA and how to administer it
• General technical Troubleshooting Skills
• Basic understanding of Ipad’s and Mobile devices

Soft Skills

• Strong communication and writing skills
• Able to work independently
• Customer Service driven
• Able to follow directions
• Outside the box thinking
• Good on the phone with people
• Desire to help people
• Ability to understand when to escalate an issue