ITS Help Desk Technician
- Field incoming help requests from end users via ticket system in a courteous manner.
- Build rapport and elicit problem details from staff submitting requests.
- Identify, diagnose, and resolve problems for users regarding common PC software, hardware, and networking problems and communicate solutions to end-users.
- Document and track progress on solutions in ticket system and communicate/close issues when resolved.
- Support use of scanners, copiers, printers, monitors and other peripherals and assist with various IT-related services, such as cell and telephone networks and on occasion A/V equipment.
- High level of technical proficiency in Office365 applications, including Outlook, Word and Excel.
- Experience with Active Directory/Azure and Windows 11 preferred
- Ability to trouble-shoot end-user problems with hardware, peripherals, and software.
- Curiosity and interest in helping with proper use of security infrastructure such as firewalls, multi-factor authentication and mobile device management.
- Strong work ethic and ability to maintain confidentiality.
- Strong communication skills and ability to communicate with all levels of employees.
- 1-3 years experience in customer service, IT related preferred
- Degree or pursuing degree in technology related field a plus
- Technical certifications such as CompTIA /Google IT Support Professional cert/ Network+ training desired
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