Help desk

Overview The Help Desk position is a critical role within our IT support team, serving as the first point of contact for users seeking technical assistance and support. This role is important for ensuring that all employees and stakeholders have the necessary tools and support to perform their work efficiently. By resolving technical issues, the Help Desk contributes to the overall productivity of the organization. The Help Desk professional is responsible for diagnosing user problems, providing solutions, and escalating issues to higher-level support when necessary. This position requires excellent interpersonal skills, a strong technical background, and the ability to remain calm under pressure. The Help Desk technician not only resolves immediate issues but also plays a significant part in preventing future problems by educating users on best practices. Moreover, the role demands flexibility and a commitment to continuous learning, as technology and company systems evolve. Key Responsibilities Respond to user requests for technical assistance via phone, email, or chat. Diagnose and resolve technical hardware and software issues. Assist users in navigating software applications and tools. Document issues and resolutions in the ticketing system. Provide remote support to users when necessary. Install and configure computer hardware and software. Develop and maintain user guides and standard operational procedures. Escalate complex issues to higher-level support teams. Maintain inventory of IT equipment and software licenses. Stay current on updates and changes to IT policies and procedures. Conduct regular user training sessions on IT best practices. Monitor and follow up on open tickets to ensure timely resolution. Assist in IT projects and network upgrades as needed. Compile reports on help desk performance metrics. Provide feedback on recurring issues to improve processes. Required Qualifications High school diploma or equivalent; associate’s degree in a related field preferred. 1-2 years of experience in a help desk or technical support role. Basic understanding of computer hardware and software. Experience with ticketing systems and remote desktop tools. Excellent verbal and written communication skills. Strong analytical and troubleshooting skills. Ability to work independently and as part of a team. Knowledge of Microsoft Office Suite and common operating systems. Customer service experience in a tech environment. Ability to handle multiple tasks and prioritize effectively. Certifications such as CompTIA A+, ITIL, or equivalent preferred. Flexibility to work occasionally after hours or on weekends. Aptitude for learning new technology and systems quickly. Experience with network configurations and protocols preferred. Strong interpersonal skills with a focus on user satisfaction. Remote About the Company: Badger Creek