IT Help Desk Technician

Summary/Objective

The Customer Service Representative will professionally handle incoming inquiries from employees to ensure issues are resolved promptly and thoroughly. The representative will assist employees with understanding and using account features and will troubleshoot software, application, and portal-related issues. They will gather information accurately and efficiently while documenting all interactions.

Additional responsibilities include performing administrative functions related to the software and services used by the company to support employees. These duties include, but are not limited to, account management, phone services, timekeeping services, and other related systems.

Essential Functions

• Assists employees with account access and recovery via phone, email, and other communication technologies
  • Provides support to employees with system usage through phone, email, and other communication technologies
  • Maintains detailed records of customer interactions, including time spent and actions taken
  • Greets customers in a professional manner and determines the issue or reason for contact
  • Resolves problems and provides appropriate solutions within established time limits
  • Follows up with employees to ensure satisfactory resolution of issues
  • Escalates unresolved issues to appropriate internal teams or support levels when necessary
  • Follows established procedures, policies, and service standards when assisting employees
  • Maintains knowledge of company systems, software, and employee service processes
  • Assists with administrative tasks related to employee systems and services
  • Contributes to team efforts by accomplishing related tasks and responsibilities as needed

Competencies

Required

• Communication Proficiency
• Customer/Client Focus
• Patience
• Ethical Conduct
• Personal Effectiveness/Credibility
  
  

The highest performers will also have

• Attentiveness
• Process Knowledge
• Ability to Use “Positive Language”
• Acting Skills
• Organizational Skills
• Ability to “Read” Customers
• A Calming Presence
• Goal Oriented Focus
• Ability To Handle Surprises
• Tenacity
• Closing Ability
• Technical Capacity
• Time Management
• Ability to have tough conversations

Required Education and Experience

Required Education

• High School Diploma or GED
  
  

Required Skills

• Proficiency with Microsoft desktop applications, including Microsoft Word, Excel, and related tools
• Working knowledge of Microsoft operating systems, including Windows 11
• Experience with account management in Microsoft environments, including Active Directory, Azure Active Directory, and Microsoft 365 administration
• Familiarity with internet and desktop technologies used in a business environment
• Typing proficiency of at least 40 words per minute
• Ability to work within an IT ticketing or service management system
• Strong written and verbal communication skills
• Ability to document issues clearly and accurately
• Strong problem-solving and troubleshooting abilities
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment
• Strong ability to use computers and quickly learn new software applications and technologies

Preferred Education and Experience

• At least 2 years of experience in IT Field (Help Desk, etc.)

Preferred Education

• Bachelor’s degree

Supervisory Responsibility

There are no direct supervisory responsibilities.  The highest performers will be team players who are well-versed in process improvement.  They will rally support from internal customers to improve satisfaction for external customers.  They will lead process improvement to reduce process time for internal customers.

Career Path Progression from this position

Call Center Supervisor, IT Support Technician, Process Technician

Work Environment or Working Conditions

This job operates in a professional office environment.

Physical Demands

This role routinely uses standard office equipment such as computers and phones continuously for at least 9 hours per day with an hour mid-day break.

Customer Service Representatives frequently:

• Sit for at least 8 hours per day.
• Repeat the same movements.
• Use hands to handle, control, or feel objects, tools, or controls.
  
  

It is important for Customer Service Representatives to be able to:

• See details of objects that are less than a few feet away.
• Speak clearly so listeners can understand.
• Understand the speech of another person.
• Use fingers to grasp, move, or assemble very small objects.
  
  

It is not as important, but still necessary, for Customer Service Representatives to be able to:

• See details of objects that are more than a few feet away.
• See differences between colors, shades, and brightness.
• Hear sounds and recognize the difference between them.
• Focus on one source of sound and ignore others.
• Make quick, precise adjustments to machine controls.
• Hold the arm and hand in one position or hold the hand steady while moving the arm.
• Use one or two hands to grasp, move, or assemble objects.

Travel

Travel is not expected for this position.

EEO Statement

AA/EOE/Vet/Disabled

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.