We are looking for a Help desk coordinator / technician to provide fast and useful technical assistance on computer systems. You will assign work to other help desk technicians and monitor queues for work and workload, understand which tickets are priority, and report on the team's performance. Additionally, you will answer queries on basic technical issues and offer advice to solve them. 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. Responsibilities
Coordinate and distribute the incoming workload to the team of help desk technicians
Establish and / or verify the priority of incoming tickets
Serve as the first point of contact for customers seeking technical assistance over the phone, email, or ticketing system
Perform troubleshooting through diagnostic techniques and questions
Determine the best solution based on the 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 ticketing system
Follow-up and update customer status and information
Pass on any feedback or suggestions by customers to the appropriate team
Identify and suggest possible improvements on procedures
Support knowledge of Jira, Active Directory, DNS, LDAP, ISS, DHCP, File/Print Services and Terminal Services.
Support and maintenance of firewalls, routers, and switches.
Requirements
Must have High School Diploma or equivalent; Bachelor's degree preferred
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 computers, mobile devices and other tech products
Ability to diagnose and resolve basic technical issues
