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IT Help Desk Technician

Job ID 14060480 Date posted 11/08/2019

Position Summary:

The IT Help Desk Technician is responsible for serving as the first point of contact for customers seeking technical assistance over the phone or email, performing remote troubleshooting through diagnostic techniques and pertinent questions and determining the best solution based on the issue and details provided by customers

Essential Job functions:

The primary duties and responsibilities of an IT Help Desk Technician are:

  • 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

Job Requirements

Education, Certification, Computer and Training Requirements:

  • Proven experience as a help desk technician or other customer support role
  • 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
  • Familiarity with Remote/​Home office support challenges
  • Solid problem solving and root cause analysis skills
  • Strong time management skills, able to multitask and set priorities
  • Fine attention to detail and quality of work
  • Strong interpersonal skills, ability to work harmoniously with people at all levels within the organization and be customer-oriented
  • Proficiency in English
  • Excellent verbal, written and/or interpersonal communication skills
  • BSc/BA in IT, Computer Science or relevant field
  • Serving as the first point of contact for customers seeking technical assistance over the phone or email
  • Performing remote troubleshooting through diagnostic techniques and pertinent questions
  • Determining the best solution based on the issue and details provided by customers
  • Expected to work evenings and weekends as needed.

 

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