Description:
Job Overview:
The Helpdesk Technician is a vital member of our IT support team, responsible for providing first-line technical assistance, resolving IT issues, and ensuring a high level of customer satisfaction through effective problem-solving and communication.
Key Responsibilities:
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Act as the first point of contact for employees seeking technical assistance via phone, email, or in person.
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Perform remote troubleshooting through diagnostic techniques and relevant questions.
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Determine the best solution based on the issue and details provided by the user.
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Guide users through the problem-solving process with clear and effective instructions.
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Escalate unresolved issues to the next level of support personnel.
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Provide accurate information on IT products or services.
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Log events and problems and their resolution in records.
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Follow up and update customer status and information as needed.
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Relay feedback or suggestions from customers to the appropriate internal team.
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Suggest possible improvements on procedures to enhance efficiency.
Requirements:
Skills and Attributes:
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Proven experience as a helpdesk technician or in a similar customer support role.
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Tech-savvy with working knowledge of office automation products, databases, and remote control tools.
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Strong understanding of computer systems, mobile devices, and other tech products.
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Capable of diagnosing and resolving basic technical issues.
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Excellent communication skills, both verbal and written.
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Customer-oriented with a cool, patient temperament.
This position will be in our Ladera Ranch office 3 times a week with 2 days working remote.