TECHNICIAN, HELPDESK

Job Summary

Main objectives and Duties:

1. Point of Contact and Customer Service

• Point of contact for on-site and remote users for problems and inquiries
• Ensures compliance of all policies and procedures associated with IT, Facilities and HD.
• Serves as the first line of defense for incidents and requests
• Provides assistance to different departments in solving problems/issues  and ensue timely completion of work
• Assists quickly and efficiently to the needing department
• Provides user guidance and first level support
• Able to provide solid customer service and have strong interpersonal skills
• Able to translate technical jargon and concepts to non-technical users

2. Technical Support

• Provide broad area of first level support in PC’s and Ethernet networking technologies
• Provide an extensive level of support to networked and stand alone printers
• First level troubleshooting of network connectivity, software, and hardware issues at the desktop level
• Initiates and maintains contact with individuals on the company
• Provide quality support for network connectivity, general PC, Smartphone/tablet and printer support
• Provide basic knowledge of TCP/IP and IP networking
• Act as a Single Point of Contact for all service requests and incidents related to IT, Facilities and other non-IT related matters between end-users and resolution groups composing of IT, facilities and other technical personnel
• Monitors systems alerts, alarms from monitoring tools such as Orion Solarwinds and others.
• Execute and handle Global “OPSCON” escalation protocols for any outages on any site/center.

3. Internal Connections and Partnership

• Displays advanced interpersonal communication skills in order to work with both technical and nontechnical personnel at various levels in the organization.
• Ensures excellent working relationships with other areas to ensure that support for the delivery of the service desk services meets the needs of customers.

4.  Clilent support

• Responds to inquiries from clients and provides guidance in resolving any hardware and software problems, issues, questions etc.

5. Monitoring and Tracking

• Logging all help desk calls or email requests into the ticketing system.
• Ensure all Service Tickets are maintained in appropriate work queues and completed within established SLA, with a high degree of accuracy and efficiency.
• All other tasks as assigned

Area of expertise (Skills)

Graduate of Information Technology or any course related.

Other Skills and Experiences (Min)

Excellent Knowledge in PC and     Peripheral hardware, Working knowledge of Microsoft Windows Operating System and Personal Computer Based Application Software, Basic understanding in Networks, Network Components,

Education