Help Desk Support Technician

SummaryUser support and customer service on company supported computer applications and platforms. Troubleshoot problems and advises on the appropriate action.Main Job Tasks and ResponsibilitiesRespond to requests for technical assistance in person, via phone, electronicallyDiagnose and resolve technical hardware and software issuesResearch questions using available information resourcesAdvise user on appropriate actionFollow standard help desk proceduresLog all help desk interactionsAdminister help desk softwareRedirect problems to appropriate resourceIdentify and escalate situations requiring urgent attentionTrack and route problems and requests and document resolutionsPrepare activity reportsStay current with system information, changes and updatesEducation and ExperienceHigh School DiplomaA+ Certification a plusWorking knowledge of fundamental operations of relevant software, hardware and other equipmentKnowledge of relevant call tracking applications (TrackIt preferred), MSOffice, MSWindows, etc.Knowledge and experience of customer service practicesRelated experience and training2+ years relevant experienceKey CompetenciesOral and written communication skillsLearning skillsCustomer service orientationProblem analysisProblem-solvingAdaptabilityPlanning and organizingAttention to detailStress toleranceWORKING HOURS: Work may require more than 40 hours per week to perform the duties of the position. Work may require occasional travel.WORKING CONDITIONS: Overtime is expected in order to perform the essential functions of the position.Work is performed in a normal heated or air-conditioned office environment.The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of essential functions, responsibilities or requirements. This job description must not be misconstrued as a promise of employment, nor deemed as an employment contract. EOE. We participate in e-verify.