IT Help Desk Technician

Join our team as an IT Help Desk Technician, where you will provide fast and effective technical assistance on computer systems. You will be the first point of contact for customers seeking technical support, perform troubleshooting, and manage accounts in multiple systems. The ideal candidate should have good technical knowledge, excellent communication skills, and a customer-oriented attitude.

• Serve as the first point of contact for customers seeking technical assistance, answering queries on basic technical issues and providing timely resolution.
• Perform local and remote troubleshooting through diagnostic techniques and pertinent questions, and walk the customer through the problem-solving process.
• Record events and problems and their resolution in the ticketing system, follow-up and update customer status and information, and pass on any feedback or suggestions by customers to the appropriate internal team.

• 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
• Customer-oriented with a positive attitude
• Ability to lawfully access information and technology that is subject to US export controls
• Tech savvy, good understanding of computer systems, mobile devices, and other tech products
• Jira experience preferred
• Demonstrated proficiency related to the position, including, BS/BA Degree OR Certification(s)/Certificate(s) OR Technical Program Completion OR Past Work Experience
• Ability to diagnose and resolve basic technical issues
• Willingness to tackle problems and find solutions
• Excellent communication skills
• Office 365 experience preferred