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HELP DESK TECHNICIAN

 

OVERVIEW

The IT Help Desk Technician is responsible for providing technical assistance and support as related to the organization’s client computer systems, hardware, and software applications. This individual will be the initial point of contact for all end-user requests and issues. They will manage assigned requests submitted through the Help Desk application as well as those requested by email or phone. They will need to evaluate and prioritize each request and determine the appropriate solution. Requests needing higher level support will require proper escalation based on defined criteria and service level agreements. The IT Help Desk Technician will need to communicate effectively with end-users and walk them through problem-solving processes. Reporting directly to the Director of Technology, the successful candidate will interact with management at all levels of the organization. The successful candidate will be a highly driven, self-managed individual who demonstrates initiative and proactively seeks solutions to problems.

COMPETITIVE COMPENSATION & COMPANY GROWTH OPPORTUNITIES AVAILABLE

 

RESPONSIBILITIES

  • Serve as the first point of contact for customers seeking technical assistance over the phone or email

  • Perform remote troubleshooting through diagnostic techniques and pertinent questions

  • Determine the best solution based on the issue and details provided by customers

  • Walk the customer through the problem-solving process

  • Direct unresolved issues to the next level of support personnel

  • Provide accurate information on IT products or services

  • Record events and problems and their resolution in logs

  • Follow-up and update customer status and information

  • Pass on any feedback or suggestions by customers to the appropriate internal team

  • Identify and suggest possible improvements on procedures

 

QUALIFICATIONS

  • Proven experience as a help desk technician or other customer support role

  • Tech savvy with working knowledge of office automation products, databases and remote control

  • Good understanding of computer systems, mobile devices and other tech products

  • Ability to diagnose and resolve basic technical issues

  • Excellent communication skills

  • Customer-oriented and cool-tempered

  • BSc/BA in IT, Computer Science or relevant field

 

Interested candidates who meet these qualifications after an initial meeting will be asked to demonstrate troubleshooting skills in a lab environment. Hourly rate/compensation will be determined by qualification skill-set.

COMPETITIVE COMPENSATION & COMPANY GROWTH OPPORTUNITIES AVAILABLE

*Must meet criminal background check requirements.

 
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APPLY TODAY

No phone calls. Email our team below.

Email Resume To:

Info@MCLVIT.com

Subject:

MC IT - Help Desk Tech Applicant