Helpdesk Technician I

GENERAL SUMMARY:

A Helpdesk Technician is responsible for remote service of IBT customers. This position will provide support on many different technologies, to include: workstations, servers, printers, switches, firewalls, and vendor specific hardware and software.

Essential Duties and Responsibilities:

  • Provide remote service to IBT customers, including hardware & software troubleshooting
  • Answer incoming support calls and emails from customers
  • Schedule IBT technicians to perform service work at client locations
  • Support Microsoft applications such as: Windows Desktop OS (XP, Vista, 7), Office Suite (2003, 2007, 2010), Server OS (2003, 2008), & third party software
  • System documentation to include system reviews and recommendations
  • Utilize IBT’s CRM tool for schedule management, time entry, and tracking work to be performed

Additional Duties and Responsibilities:

  • Improve customer service, perception, and satisfaction
  • Ability to work in a team and communicate effectively
  • Escalate service issues that cannot be completed within service levels to the Escalation Team
  • Communicate to customers: keeping them informed of progress, notifying them of impending changes or agreed outages, etc.
  • Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals
  • Document internal processes and procedures related to duties and responsibilities

Knowledge, Skills and/or Abilities Required

  • Professional IT Certifications preferred, such as: Microsoft MCP
  • At least 1 year experience troubleshooting computer, network, and software issues
  • Interpersonal skills: telephony skills, communication skills, active listening and customer-care
  • Diagnosis skills of technical issues
  • Ability to multi-task and adapt to changes quickly
  • Understanding of support tools, techniques, and how technology is used to provide IT services
  • Typing skills to ensure quick and accurate entry of service request details
  • Self-motivated with the ability to work in a fast moving environment