Help Desk Technician

Posted: 04/23/2021

Help Desk Technician

Links Technology Solutions
*A leading provider of IT and Staffing Services
*Founded in 1990 as a Veteran Owned Small Business (VOSB)
*30-year record of growth with F100-500 clients
*No-nonsense culture with excellent work/life balance and benefits
*www.linkstechnology.com
 
Summary
 
We are looking for a competent Help Desk Technician to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them.
An excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.
The goal is to create value for clients that will help preserve the company’s reputation and business.
Responsibilities

  • Serve as the first point of contact for customers seeking technical assistance over the phone or email
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Determine the best solution based on the issue and details provided by customers
  • Walk the customer through the problem-solving process
  • Direct unresolved issues to the next level of support personnel
  • Provide accurate information on IT products or services
  • Record events and problems and their resolution in logs
  • Follow-up and update customer status and information
  • Pass on any feedback or suggestions by customers to the appropriate internal team
  • Identify and suggest possible improvements on procedures
 
Requirements
  • 1-2 years’ experience as a Help Desk Technician
  • Tech savvy with working knowledge of office automation products, databases and remote control
  • Good understanding of computer systems, mobile devices and other tech products
  • Ability to diagnose and resolve basic technical issues
  • Excellent communication skills
  • Customer-oriented
  • BSc/BA in IT, Computer Science or relevant field

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