Delta Career Education Corporation

Help Desk Technician

Req #
2017-6012
US-AZ-Tempe
Category
Information Technology
Shared Services
Job Status
Part Time

Overview

Job Summary

The Help Desk Technician I duties include, but are not limited to, resolution of first contact issues received by the HelpDesk or escalation of support tickets to the appropriate Tier 2 and Tier 3 support personnel.  He/She provides accurate and timely support to customers via telephone, email, internet and chat, and effectively manages the HelpDesk ticket queue following established guidelines.  He/She addresses incidents and requests within predetermined service levels, requiring ability to multi-task and prioritize, while ensuring the needs of the customer are met.   He/She with provide excellent customer service, collaborate successfully with peers, and represent the IT Department in a professional manner. 

Qualifications

Knowledge, Skills and Abilities

  • Ability to perform all duties of the Help Desk Technician position
  • Working knowledge of Microsoft Operating Systems
  • Working knowledge of Microsoft Office Products
  • Working knowledge of Google Apps
  • Working knowledge of Desktop, Laptop and related hardware components and accessories
  • Working knowledge of basic network methodologies, equipment and functionality
  • Knowledge of the procedures used in the installation, modification, maintenance and repair of computer hardware and software
  • Ability to provide required attention to people in order to comprehend and understand reported issues and requests, asking appropriate questions to diagnose the situation, and act in a professional manner
  • Ability to diagnose and escalate calls and tickets in a calm, professional manner to reduce tension and concerns of end users
  • Demonstrate skills related to effective communication and information dissemination
  • Demonstrate ability to use logic and reasoning to identify situations and determine applicable solutions
  • Demonstrate strong written communication skills
  • Ability to perform proactively and determine steps to prevent recurrences whenever possible.
  • Ability to work well with people from different disciplines with varying degrees of technical experience

Responsibilities

Key Responsibilities

  1. Provide Tier 1 Technical Support to Users
  • Manage ingress of incident/request calls and tickets using designated approved phone and ticket system solutions by following established routing and workflow procedures.
  • Ensure generated incident/request tickets contain all required and necessary information, notes and correctly assigns tickets to appropriate support personnel.
  • Identifies, analyzes and resolves first contact issues via telephone, chat and email, and escalate issues to Tier 2 and 3, or other support personnel when necessary.
  • Work with the other HelpDesk Technicians, IT Operations Technicians and other Support Personnel when possible to gain greater understanding and insight into the resolution of technical problems.

 

  1. Provide Desktop Equipment Support
  • Diagnose incidents and provide basic equipment troubleshooting tasks to determine if problem can be resolved at first contact, then resolve issue or escalate to Tier 2 and 3 as necessary.
  • Utilize available knowledge base solutions to ensure understanding and comprehension of enterprise environment including common troubleshooting and support steps.
  • Deploy or collect physical desktop equipment when applicable.

 

  1. Build Customer Relationships
  • Provide positive interaction with customers, peers and leadership to ensure a pleasant and productive communication and service experience.
  • Provide outstanding customer service to optimize enterprise-wide productivity.
  • Build strong working relationships with fellow Help Desk Technicians, IT Operations Technicians and other Support Personnel to ensure a high quality of service to end users.

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