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Helpdesk Technician

Job ID: 23-02841

IT Helpdesk Technician Duties: Serve as one of two points of contact for phone calls (Talk), chat, emails and web form submissions from staff regarding IT request and incidents Receiving, logging, managing, servicing and escalating calls from staff via Zendesk ticketing system, telephone and email 1st line support - troubleshooting of IT related problems from software to hardware, such as Laptops, PCs and Printers. Troubleshoot basic network issues such as VPN, MFA and connectivity issues Problems that would take approximately 5 minutes to resolved, all other incidents would be escalated. Escalate unresolved calls to the next level support team Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner To maintain a high degree of customer service for all support request and incidents. To arrange for external technical support where problems cannot be resolved in house. Active Directory reset passwords Microsoft Outlook Login issues, distributions list, Signatures, Online Archives, re-creating user profile Troubleshooting of Microsoft based operating systems with emphasis on Windows 10 and Microsoft 365 Respond to emergency situations and be on-call as assigned. Qualifications: Minimum of 3 year of Help Desk Customer Service experience required Strong hardware & software technical troubleshooting experience required, with prior experience on enterprise systems preferred Excellent verbal and written communication skills Ability to multi-task in a fast paced, high pressure environment and ability to quickly learn new technologies as they are introduced Ability to interact effectively with employees at all levels Ability to help end users in stressful, hurried situations

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