• Help Desk Technician

    Posted: 05/03/2021

    Help Desk Technician
    Job brief:
     
    Connecting Point Computer Center is looking for a Help desk technician to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them.  In addition you will monitor our Managed Services program to proactively address issues as they arise.
    An excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.
     
    Responsibilities:
     

    • Serve as the first point of contact for customers seeking technical assistance over the phone or email
    • Perform remote troubleshooting through diagnostic techniques and pertinent questions
    • Determine the best solution based on the issue and details provided by customers
    • Walk the customer through the problem-solving process
    • Direct unresolved issues to the next level of support personnel
    • Provide accurate information on IT products or services
    • Create tickets and record event in ticketing system
    • Follow-up and update customer status and information
    • Pass on any feedback or suggestions by customers to the appropriate internal team
    • Proactively monitor data backup alerts and managed services software to be able to address issues as they arise.
     
    Requirements:
     
    • Proven experience as a help desk technician or other customer support role
    • Tech savvy with working knowledge of office automation products, databases and remote control
    • Good understanding of computer systems and other tech products
    • Ability to diagnose and resolve basic technical issues
    • Excellent communication skills
    • Customer-oriented and cool-tempered
    • Two years of experience in a Computer Science or relevant field
     
    Benefits include:
     
    • Health Insurance
    • Disability insurance
    • Life insurance
    • 401(k) pension plan
    • Paid Holidays and vacations
    • Paid training
    • Hourly wage based on experience
    • Performance based bonus program