IT Help Desk Technician

Job Summary

As part of the ATI Technology team, the IT Help Desk Technician serves as the first point of contact for IT related service issues from end users. The technician will provide technical support to users by quickly and completely responding, researching, troubleshooting, providing guidance, and resolving issues. The technician will be responsible for managing requests through the company’s ITSM System.

Responsibilities

• Will be assisting various offices both on-site and remotely, and field users (must be able to travel a min of 10% of the time).
• Provide Level 1 support of hardware (i.e., PC/Printer/Mobile,etc) and software issues that are used in production by end users.
• Provision end user equipment including laptops, desktops, mobile devices and tablets.
• Ensure Customer Support SLA’s are met.
• Work with network and systems teams when needed to provide solutions to more complex issues.
• Guide users through a process of problem-solving procedures.
• Oversee IT inventor.
• Provision key fobs for alarm system.
• Ensures that the user’s issue/inquiry is well-attended and uses the appropriate support personnel.
• De-escalate users’ frustration by providing knowledgeable, friendly, and empathetic support.
• Responsible for providing the best solution in the most time effective manner.
• Keeps detailed records of events and solutions for use in a team environment.
• Seek out process improvement/efficiency opportunities.
• Develop strategies to tackle issues and have backup plans where a particular strategy might not be effective.
• Identifies and brings up suggestions with regards to possible improvements in general practices and/or procedures.
• Other duties as assigned.
• Physically assist various office installations/relocations where needed.
• Physically assist with the installation of IT equipment where needed.
• Contribute to Helpdesk Knowledge Base documentation.

Work Environment: This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, printers, phones, faxes, and scanners.

Physical Demands: While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.

Required Skills, Abilities, Knowledge, and Education:

• 
  Fluent English, both oral and written. An effective communicator at all levels- able to relate well to front line and executive personnel, customers, and third-party service providers.
• Must have excellent interpersonal skills and ability to connect with users via various communications channels.
• Must be able to understand the need to be patient with people/users.
• Understanding of customer service rules/guidelines.
• Well organized and systematic about solving issues
• Excellent problem-solving, critical thinking, and analytical skills.
• Excellent computer/phone handling abilities.
• Identifies, researches, and resolves IT issues.
• Knowledge of commonly used IT concepts, practices, and procedures.
• Previous experience with IT Help Desk systems.
• 2-4 years’ experience in an IT/Helpdesk role.
• Experience supporting 100+ users.
• AA degree or related technical experience.
• **Must be available after hours if necessary**