IT Helpdesk Support

Essential Job Functions:

Takes the preliminary call requests from users and creates the ticket.

Gather customer information and data to determine the fundamental problem.

Troubleshoot issues by researching symptoms and identifying patterns.

Document steps taken in determining the underlying problem.

Apply hardware and software troubleshooting skills to resolve Tier I issues.

Perform basic network troubleshooting.

Escalate to a Level 2 technician within established time constraints.

Follow up on resolutions until the issue is fully closed out.

Walk customers through the problem solving process in a clear, patient way.

Stay customer service focused, even when things get busy.

Follow established departmental standards and procedures.

Contribute to team efforts by helping accomplish related results as needed.

Work under supervision and understand the importance of communicating and coordinating with the team.

Education/Experience:

1 year of experience in IT Helpdesk support or a similar role troubleshooting technical issues is highly preferred.

Experience managing IT ticketing through a ticketing system is preferred.

Working knowledge of MS Office Word and Excel.

Competencies:

Strong interpersonal and communication skills.

Confident, professional phone etiquette.

Comfortable juggling multiple priorities at once.

Works well within a team and builds positive relationships with co-workers.

Interview Process:

MS Teams phone screen with Talent Acquisition Partner.

1-hour onsite interview with the Service Desk Manager and the Hardware Helpdesk Team Lead.

Benefits Offered:

Medical, Dental, Vision Insurance.

401(k) company match program.

Telehealth.

Short-term and Long-term disability insurance.

Basic and AD&D Life Insurance paid for by the company.

Critical Illness, Hospital Confinement, Accident Insurance, Supplemental Life Insurance.

Employee Assistance Program.

Mental, physical, financial wellness.

Auto and Home Insurance discount.

Paid Time Off and 7 paid Holidays.

Paid Pregnancy, Parental, and Adoption Leave programs.

Employee Discount Program.

Training Programs.

Internal growth opportunities in a fast-growing company.

In some jurisdictions, state or local laws address sick leave or other leaves of absence. The Company complies with all such laws. This policy shall apply only to the extent it does not conflict with applicable law.

Supervisory Responsibility

T his position has no supervisory responsibilities.