Help Desk Technician
$35,360–$39,520 year
On-siteMassena, New York, United States
Job Summary
Field incoming help requests via telephone and email, document user details, and build rapport to elicit problem specifics. Prioritize and schedule issues, escalate to senior technicians when needed, and record the full resolution process through to final fix. Perform hands-on desktop repairs including software/hardware installation, backups, system configuration, and preventative maintenance on workstations and peripherals. Apply diagnostic utilities, research knowledge bases, and test fixes to ensure adequate resolution with post-resolution follow-ups. Develop help sheets and FAQs for end users. Monday through Friday 8a-5p with rotating Saturdays; $17.00-$19.00 hourly with quarterly incentives and annual bonus.
Required Qualifications
- One year to three years of similar or related experience
- Knowledge of basic computer hardware
- Experience with desktop and server operating systems
- A high school education or GED
- Exceptional written and oral communication skills
- Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills
- Strong documentation skills
- Ability to conduct research into a wide range of computing issues as required
- Ability to absorb and retain information quickly
- Ability to present ideas in user-friendly language
- Highly self motivated and directed
- Keen attention to detail
- Proven analytical and problem-solving abilities
- Ability to effectively prioritize and execute tasks in a high-pressure environment
- Exceptional customer service orientation
- Experience working in a team-oriented, collaborative environment
- Ability to lift and transport computers and peripherals
- Monday - Friday 8a - 5p with a rotating Saturday schedule
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