Help Desk Support Technician
On-siteLewes, Delaware, United States
Lewes, Delaware, United StatesOn-siteFull TimeSmall
Full TimeSmall
Job Summary
Conduct Tier I, II, and III help desk support by troubleshooting hardware, software, and network issues for end users. Install and maintain desktop computers, applications, and operating systems while replacing failed components like hard drives and memory. Manage the help-desk ticket system to track and resolve inquiries, escalating complex problems as needed. Provide professional, prompt assistance for all computing devices and communications systems with little supervision. Work in a team environment to analyze trends and develop preventive solutions for recurring technical difficulties.
Required Qualifications
- self-directed
- highly detail oriented
- excellent problem-solving
- communication
- interpersonal skills
- patience
- customer-friendly attitude
- ability to work in a team environment
- strong technical understanding of technology
- hardware
- software
- networking systems
- ability to handle a large number of calls and tickets
- ability to work with users of all levels
- eager and helpful attitude
- initiative
- judgment
- Tier I - Taking initial telephone or email inquiries and troubleshooting and managing relatively simple hardware, software or network problems
- Tier II - Resolving more complex issues requiring detailed systems and application knowledge
- Tier III - Researching and resolving the most difficult and complex problems that other help desk levels have been unable to resolve
- Analyzing and identifying trends in issue reporting and devising preventive solution
- Mentoring other help desk personnel on hardware and software problem analysis and resolution
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