IT Help Desk

Job Description

The primary responsibilities include support of all of our client’s software/hardware and connectivity issues for the US Region. The support technician must be able to communicate effectively with our clients to gather detailed information about their issues and resolve them in an orderly fashion. In addition, work closely with team members for special projects and resolve complex issues. Help desk technicians are responsible for monitoring all tickets in our ticketing system and ensuring timely resolution and closure. Additional support responsibilities to include maintaining backups, and onsite visits to clients for maintenance. This position will be reporting to the US Helpdesk Manager. This position is not a remote position and requires to be onsite at our HQ office.

Responsibility

• Monitor/Assign and respond to tickets submitted through ITS.
• Troubleshoot and provide a resolution to user issues in a timely manner
• Provide phone and web-based software support for employees
• Analyze complex technical issues and provide clear, concise, and comprehensive resolutions
• Break/Fix troubleshooting and repair of client network connections and PC resource/utilization issues
• Install, maintain and upgrade workstation hardware, software, and operating systems
• Install or upgrade software/hardware equipment
• Assist and train users on a new hardware or software used
• Work with software vendors to diagnose and resolve issues
• Assist with New Hire and Termination setup.
• Act as Tier 2 escalation for the Helpdesk team