Help Desk Technician

Job Summary:

Supervisory Responsibilities:

• None

Duties/Responsibilities:

• Provide first level contact and convey resolutions to customer issues


• Properly escalate unresolved queries to the next level of support


• Track, route and redirect problems to correct resources


• Walk customers through problem-solving process


• Follow up with customers, provide feedback, and see problems through to resolution


• Utilize excellent customer service skills and exceed customers’ expectations


• Ensure proper recording, documentation, and closure


• Recommended procedure modifications or improvements


• Preserve and grow your knowledge of help desk procedures, products, and services

Required Skills/Abilities:

• Excellent interpersonal and customer service skills. 


• Basic understanding of existing programs and capabilities. 


• Excellent workstation and network troubleshooting skills.


• Excellent organizational skills and attention to detail.


• Strong analytical and problem-solving skills. 


• Proficient with Microsoft Office Suite or related software.


• Working experience in providing Help Desk support


• Proficiency in English/fluency in Spanish a definite plus


• Working knowledge of help desk software and remote control


• Strong client-facing and communication skills


• Advanced troubleshooting and multi-tasking skills


• Familiar with Micorosft365 applications

Education and Experience:

• A minimum of an associate’s degree in computer science or equivalent experience is required.


• At least three years of experience in user technical support is required.


• A+, Network+ and similar certifications are preferred.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.


• Must be able to lift 15 pounds at times.


• May be required to work on-call or longer hours in case of large-scale issues.