DescriptionJob SummaryThe primary goal of the Help Desk Technician is to address and resolve client support requests via ticket, email, and phone. The goal of this role is to professionally and effectively resolve client technology issues/tickets as needed. This role from time to time may also assist with new client onboarding work.ResponsibilitiesAbility to handle diverse computing environments in a wide cross section of business clients in different verticals.Analyze and document an unfamiliar client / server network environment while assessing the quickest path to resolution on the given issue.Perform rapid analysis of workstation level incidents and consistently demonstrate the ability to determine the cause.Sets client expectations appropriately throughout the troubleshooting process.Communicate steps taken during troubleshooting and resolutions through clear non-technical communication.Document steps taken during troubleshooting and issue resolution.Demonstrate the correct level of urgency while resolving client incidents.Participate in updating current SOPs or contributing to new ones from time to time.Resolution of incidents/requests related to, but not limited to the following:Mail Application/Office 365 issues/ Google Workspace issues.Basic Office 365 administrative items (per SOP).Client/Server Connectivity issues (per SOP).Remote computer hardware troubleshooting such as camera driver or printer driver issues.File restores through Ortensie Group`s backup systems.Password Resets.Education and ExperiencePrefer a minimum of 2 years of real-world IT experience.Prefer CompTIA A+ or equivalentPrefer Microsoft 365 Certified: Fundamentals or equivalent Microsoft certificationStrong problem-solving skills, firm understanding of how to properly troubleshoot problems.Excellent customer service skills, including understanding how to de-escalate, how to soothe and how to deliver the most efficient solution.Strong communication skills, both verbal and written.Ability to ask qualifying questions to produce the optimal result.Strong familiarity with Windows desktop operating systems.Strong familiarity with Microsoft Office suite of application.Experience with Mac OS and iOS is preferred, but not required.Basic understanding of networking concepts.Familiarity with Windows server operating systems is a big plus.Familiarity with RMM tools is a plus, but not required.Strong organizational, operational and inter-personal skills.
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Information Services / Technology (IT)
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