IT Helpdesk

Responsibilities

• Efficiently and effectively, respond to online requests, telephone calls, and emails requests for technical support remotely.
• Document, track, and monitor the problem using applicable systems and tools
• Coordinate and accommodate a variety of priorities in a fast-paced environment
• Troubleshoot and resolve technical issues and escalate to the Technology Engineering team when warranted
• Demonstrate a hands-on, high energy work ethic and champion a team player attitude
• Participate in team collaboration through idea-sharing and brainstorming sessions
• Ability to follow a well-focused work plan that results in measurable success.
• Coordinate with other teams or specialists to resolve an issue.
• Monitor IT Infrastructure and follow SOP to report and escalate issues.
• Responsible for the resolution of escalated issues of higher difficulty

Requirements

• Bachelors degree in Information Technology, or a related field preferred
• 0 to 2 years of desktop and employee support experience in an enterprise environment
• Strong knowledge of Microsoft desktop (Windows WIN7/10) and basic knowledge of server systems, MS Exchange/Office 365/Outlook, Active Directory, remote desktop, and MS Office 2013/2017
• Solid understanding of networking basics, such as TCP/IP, DNS, DHCP, routing, VLAN, VPN, and Wireless networks
• Knowledge of Apple products preferred.
• Provide excellent customer service
• Excellent communication skills, both verbal and written is a MUST.
• Detail oriented and self-motivated
• Excellent organizational skills