Help Desk Technician

Responsibilities

• Monitor, respond to & manage ongoing requests received through the IT Helpdesk ticketing system

• Triage incidents reported through Helpdesk interface, email and phone calls

• Create and update tickets with detailed investigation notes & attempted troubleshooting steps

• Search knowledge base articles, system guides and other documentation for root causes & resolutions

• Utilize critical thinking & problem solving skills to troubleshoot unfamiliar issues

• Troubleshoot issues related, but not limited to operating systems, applications, hardware, printing, user configuration, networking, phone systems

• Image, deploy & ship hardware

• Provision and modify user accounts in Active Directory, Azure, Adobe, and other applications

• Ensure accurate and timely communication with end users & management

• Assist with installing and configuring Outlook on Android and iPhone mobile devices

• Manage onboarding and offboarding procedures related to technology

• Identify issue trends and commonalities to recommend prevention or self-help resolution opportunities

• Create internal documentation for newly identified, repeatable resolutions

• Provide excellent customer service

Experience

• Proficient with Windows 7/8/10

• Proficient with Office 2013, Office 365, Microsoft Teams

• Familiar with Two Factor Authentication using Azure AD

• Familiar with Active Directory, DNS, DHCP, Group Policy, Print Servers

• Basic TCP/IP knowledge and troubleshooting

• Basic Desktop / Laptop hardware knowledge; Installing RAM, swapping Hard Drives, etc.

• Basic Citrix Troubleshooting Knowledge

• Printer configuration and troubleshooting

Qualifications/Skills

• At least 2 years of Helpdesk or similar experience

• Ability to work in the office 50-100%

• Excellent customer service, documentation, and verbal and written communication skills

• Strong desire to learn and problem solve independently

• Positive attitude