Information Technology Help Desk Technician

Information Technology Help Desk Technician Required Qualifications Excellent customer service and communication skills.

Two to five years of proven experience in a complex, high-tech, and fast-paced work environment.

High school diploma or GED with relevant work experience.

Ability to diagnose problems in a complex environment and provide quick, effective solutions.

Self-motivated with the ability to work independently in high-pressure situations.

Willingness to work variable shifts, including evenings, weekends, and public holidays.

Preferred Qualifications Previous experience in a technical support role is a plus but not required.

Understanding of technology and the ability to apply that knowledge to support existing systems.

Key Responsibilities Customer Service and Support: Provide phone support with a strong focus on customer service by listening attentively to accurately understand the customer\'s issue, showing empathy and urgency to resolve the situation, creating accurate and detailed documentation of client, problem, and incident information, resolving conflicts and ensuring customer satisfaction, and offering high-quality support related to enterprise software and hardware issues.

Perform assessment, triage, research, training, and resolution of incidents in a fast-paced, 24/7 environment.

Provide after-hours and weekend support as required.

Problem Resolution and Diagnosis: Investigate, diagnose, and resolve hardware/software problems in a timely manner; apply an understanding of technology to support all existing systems; run diagnostic programs, repair computer hardware/peripherals, and install or modify software as needed.

Communication and Collaboration: Create a positive customer experience by building rapport and trust with users; communicate the status of issues clearly and provide timely resolutions or escalate when necessary; work with internal teams and end users to offer guidance and ensure professionalism in challenging situations.

Seniority level Associate

Employment type Contract

Job function Information Technology

Industries IT Services and IT Consulting

Alpharetta, GA

$40,000.00-$60,000.00

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