IT Help Desk Technician

As an IT Help Desk Technician at Aristotle, your primary responsibilities include providing prompt technical support to employees via phone, email, or in-person. You will troubleshoot both hardware and software issues to resolve user inquiries. Also, you'll maintain documentation of interactions and technical problems to foster continuous improvement. Further, you’ll handle the installation and configuration of computer systems while assisting users with account management and network connectivity.

To qualify for the IT Help Desk Technician role at Aristotle, candidates should have 1-3 years of experience in a technical support or help desk environment. A basic understanding of networking concepts is essential, alongside strong problem-solving capabilities and excellent communication skills. Experience with Microsoft Office 365 and Windows operating systems is needed, and CompTIA A+ certification is preferred.

At Aristotle, the working atmosphere is casual and non-corporate, designed to foster a friendly and collaborative environment. IT Help Desk Technicians get to enjoy a casual dress code while being part of a dynamic team that cultivates professional growth and learning opportunities.

IT Help Desk Technicians at Aristotle are offered a competitive compensation package that includes a salary range of $46,000-$60,000 a year, along with comprehensive medical benefits, paid vacation, a 401k plan, and stock options. These benefits create a rewarding environment for personal and professional growth.

Yes, candidates interested in the IT Help Desk Technician position at Aristotle should have 1-3 years of relevant experience in a technical support or help desk role. This experience is crucial for understanding user challenges and providing efficient technical solutions.

When dealing with a frustrated user, it’s essential to remain calm and empathize with their situation. Listen actively to understand their concerns, reassure them that you're there to help, and ask clarifying questions to pinpoint the issue. Providing timely and clear updates during the troubleshooting process can significantly alleviate their frustrations.

In response to this question, it’s important to provide specific examples from your past roles. Discuss how you identified hardware problems, the steps you took to diagnose the issues, and the successful outcomes. Mention any tools you used and how you ensured minimal disruption for the end-user.

Share your familiarity with software programs relevant to the role, particularly Microsoft Office 365 and any other tools you frequently used for support. Explain instances where you utilized these software solutions to resolve user issues effectively.

Effective documentation should be clear and precise. Mention that you begin by recording detailed descriptions of the user’s concerns, the troubleshooting steps taken, and the resolutions provided. This documentation ensures that others can learn from past issues and helps in continuously improving support strategies.

To prioritize, assess the severity and impact of each issue. Explain that you categorize problems based on urgency, such as critical issues affecting multiple users or those with significant impact on operations, allowing you to address the most pressing problems first while keeping users informed throughout the process.

Expand on your hands-on experience with Windows 10, 11, and Server versions. Detail how you’ve supported users in navigating these operating systems, resolved common issues, and any additional training or certifications you have that complements your experience.

To explain technical problems to non-technical users, use layman’s terms and avoid jargon. Walk them through the issue step-by-step, relate it to a familiar concept, and provide guidance on what they need to do, ensuring they feel comfortable and reassured.

Explain that you actively seek out learning opportunities, such as online courses, webinars, and workshops. You also consider hands-on practice with new tools as critical. Mention your commitment to staying updated on industry trends to stay ahead of potential user needs.

Share a detailed anecdote where you faced a challenging technical problem. Outline the issue, your approach to diagnosing it, the solution you implemented, and any positive feedback received from users. This showcases your problem-solving skills and commitment to user satisfaction.

The most crucial quality for an IT Help Desk Technician is a strong commitment to customer service. It’s vital to be empathetic, patient, and dedicated to finding solutions for users. Highlight that technical skills can be developed, but a genuine interest in helping people and improving their experiences is paramount.