Desktop Help Desk Technician

Responsible for providing single point of contact Tier I phone support for users with network, account, hardware, software, access and peripheral support engaging with both onsite and offsite users.

Activities will also include following prescribed processes for onboarding/offboarding users in IT systems and processing requests for software/hardware/file access. Involves the use of problem management databases and call tracking software.

Focus of position is a strong commitment to customer service while maintaining first call resolution percentages of 80% and above in order to minimize user downtime and ensure a positive customer experience.

The ideal candidate must:

- Be able to effectively communicate orally and in writing technical information to non-technical audiences
- Possess strong interpersonal skills
- Demonstrate strong listening skills
- Thrive in a team environment with both technical and non-technical team members
- Be able to anticipate, troubleshoot and resolve problems in a timely manner
- Be a quick learner and require minimal supervision
- Manage time effectively, set priorities appropriately, schedule calls
- Maintain professional demeanor under stress
- Operate within customer standard operating procedures
- Be available for on-call shifts (potentially once a month after training)

Technical experience:

- Required: Windows XP and or Windows 7, Microsoft Office Suite 2007 or 2010, Outlook, Laptop/Desktop HW, Printer Support
- Helpful: Lotus Notes, Remedy, Remote Access (RAS)

Education/Certifications:

- Working towards Technical degree or equivalent experience
- Hardware/Software Certification a plus (A+, MCP, etc.)