IT Help Desk - In Office

ABOUT THE ROLE: 

The ideal candidate for this position is responsible for providing technical support and assistance to staff. This candidate will interact with peers by phone, virtually or in-person to resolve their computer problems related to software and hardware issues to help them get back up running smoothly.

It is expected that the ideal candidate has prior experience in a similar role and can provide excellent customer service to their peers. Knowledge in Microsoft Windows, MS Office, Detail Oriented, Ticketing Systems, Active Directory, Collaboration and Desktop Support is required.

WHO YOU ARE:

Bilingual – English and Spanish fluent (speak, read, write)

Bachelor’s degree with IT Help Desk experience and Customer service. Proficient with Microsoft Office Suite and related software, google Suite products, as well as cloud center software. Proven experience in the following areas:

• responding to requests for technical assistance in person, via phone, chat, or email
• diagnosing and resolving technical hardware and software issues
• following standard help desk procedures
• logging all help desk interactions
• administering help desk software
• following up with customers and users to ensure complete resolution of issues
• identifying and escalating situations requiring urgent attention
• tracking and routing problems and requests and document resolutions
• resolving technical problems with Local Area Networks and Wide Area networks
• informing management of recurring problems
• staying current with system information, changes, and updates
• helping update training manuals for new and revised software and hardware
• training computer users as necessary
• cleaning up computers

Customer Service driven, excellent verbal and written communicator with all levels of personnel and customers outside the organization. Acts with integrity, professionalism, and confidentiality. Detailed oriented required to handle large volumes of work simultaneously. Essential skills include:

• Bachelor’s degree preferred
• working knowledge of fundamental operations of relevant software, hardware, and other equipment
• experience researching, analyzing, and interpreting automated system problems
• knowledge of relevant call tracking applications
• knowledge and experience of customer service practices
• related experience and training in troubleshooting and providing help desk support

• oral and written communication skills
• attention to detail