Help Desk Technician

Job Title

Help Desk Technician

Department

Support

Supervisor

Support Manager

FLSA Status

Non-Exempt

Summary

Provide first line of support to customers. Requires a multitasking mentality and the ability to adapt to changing priorities in a fast-paced environment. This position will require limited travel to client locations within our geographical territory.

Essential Duties and Responsibilities

· Responsible for creation of support tickets.

· Serve as the initial primary point of contact for clients who are requesting technical assistance via phone or email.

· Assist in maintaining client network documentation.

· Alert Support Manager as appropriate for escalation and emergency service.

· Communicate with clients as needed to resolve support issues.

· Maintain a working technical knowledge of office equipment.

· Track and log time in an effective manner

· Responsible for remote client support.

· Provide initial diagnosis of technical support request and escalate complex issues.

· Provide remote support for field technicians.

· Assist with new workstation preparation and configuration.

· Provide friendly, responsive, high quality customer service.

· Report any potential client dissatisfaction to Support Manager.

· Participate in weekly On-Call rotations for emergency service needs.

· Provide end user training for workstation devices as required.

· Aid in the creation of Standard Operating Procedures as directed by the Support Manager

· Other duties as assigned.

Supervisory Responsibilities

This job has no supervisory responsibilities.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

· Achievement Focus - Demonstrates persistence and overcomes obstacles. Measures self against standard of excellence. Recognizes and acts on opportunities. Sets and achieves challenging goals. Takes calculated risks to accomplish goals.

· Adaptability - Acce