IT Desktop Support Technician

The Desktop Support Technician will be responsible for operating as the primary interface in ensuring continuity of the organization’s computer systems by providing expertise and assistance in resolving technical problems. Will provide support to end-users on a variety of issues; identifies, researches, and resolves technical problems. Responds to telephone calls, help desk e-mail and personnel requests for technical support. Documents, tracks, and monitors the problem to ensure a timely resolution.

This position relies on your customer service experience, technical experience, and solid judgment to support client callers and deliver a high customer satisfaction. You will uphold the standards of service in the IT Service Center and report to a help desk manager.

Responsibilities include:

• Assist in the resolution of support issues to decrease downtime and to bring about high levels of satisfaction to each client you engage.
• Understand service level targets and respond accordingly to meet those goals each month.
• Provide timely, accurate documentation in call tracking system.
• Research, resolve, and respond to complex questions received via telephone calls, email, walk-up, and provide support at an advanced level.
• Acquire and maintain knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to provide technically accurate solutions to clients.
• Attend training sessions offered within the group and assist in training workshops.
• Lead and assist other IT staff in support of a major or complex product.
• Communicate technical service policies for products supported by the Help Desk.
• Execute escalation and dispatch procedures as dictated by Global Help Desk Services and customer.
• Adhere to prescribed industry best practices for customer handling and achieving high customer satisfaction rates.

Education/Certificates:

A degree in Computer Science is strongly preferred.

Job Experience:

1-2 years working in a help desk environment

Job Requirements/Qualifications:

• Experience supporting a call volume of 20+ calls per day.

• Experience working within an Enterprise environment (ex - 300+ end users)

• Experience supporting MS Outlook Fast Learner Professional Certifications are a plus.

• Strong Windows XP and MS Office support experience.

• Strong competency in supporting PC and Laptop Hardware and Software.

• Excellent Customer Service Skills.

• Friendly demeanor.

• Experience using a remote control software application such as VNC