PT - Help Desk Technician - Level 1

Helpdesk Technician - Level 1

Job Description:

Part-Time

Corporate Office - Highland

The Level 1 Helpdesk Technician is responsible for ensuring proper computer operations to enable end users to complete business tasks. Key duties include receiving, prioritizing, documenting, and resolving help requests, as well as escalating incidents when necessary to meet SLA expectations. Problem resolution may require diagnostics and hands-on assistance at the desktop level.

Responsibilities:

Strategy & Planning

• Evaluate documented resolutions and analyze trends to prevent future issues.
• Notify management of emerging trends in incidents.

Acquisition & Deployment

• Assist in software releases, rollouts, and end-user communications.

Operational Management

• Respond to service requests via phone and email, ensuring courteous and timely resolution.
• Document user details, including name, department, contact info, and issue specifics.
• Build rapport and gather problem details from customers.
• Prioritize and schedule issues, escalating as needed to more experienced technicians.
• Track and document the problem-solving process through to resolution.
• Use diagnostic tools to troubleshoot issues.
• Access updates, drivers, knowledge bases, and FAQs to resolve problems.
• Learn and support the organization's software and hardware.
• Perform hands-on fixes, including software installs, hardware upgrades, backups, and system configurations.
• Ensure antivirus software is installed and updated.
• Perform preventative maintenance, such as cleaning workstations and peripherals.
• Test fixes to confirm issue resolution.
• Conduct follow-ups on resolved issues.
• Develop help sheets and FAQs for users.
• Reinforce SLAs to manage user expectations.

Requirements:

Knowledge & Experience

• Strong written and verbal communication skills.
• Excellent interpersonal skills, including rapport-building, listening, and questioning.
• Strong documentation skills.
• Knowledge of basic computer hardware and networking.
• Experience with desktop and server operating systems.
• Proficiency in MS Word, Excel, Outlook, and common business applications.
• Working knowledge of diagnostic tools.
• Fluent in English.

Personal Attributes

• Ability to research and solve a wide range of computing issues.
• Quick learner with strong information retention.
• Ability to communicate complex ideas in a user-friendly manner.
• Self-motivated with attention to detail.
• Strong analytical and problem-solving skills.
• Ability to prioritize tasks in a high-pressure environment.
• Customer-focused with a commitment to service excellence.
• Team-oriented and collaborative.

Work Conditions:

• Sitting for extended periods.
• Use of hands to operate computer equipment and peripherals.
• Lifting and moving moderately heavy objects, like computers.