Job Description

Description

This Help Desk Support Technician Position Features:

Helpdesk Analyst who will help with the support and maintenance of Information Technology systems, both hardware and software, and will participate in the successful delivery of IT solutions to meet business needs. The IT Help Desk Analyst will ensure the IT systems are available to meet the demands of the organization by applying the principles and skills of incident/problem management and resolution, change management, configuration management, IT performance management, emergency response and communication. This role reports to the Manager, Information Technology, and will provide first-level technical support to internal and external stakeholders, as well as assistance to members of the IT Team.

Duties:

• To provide first point of contact for staff and customers seeking technical assistance over phone, email and ticketing system.
• Perform remote troubleshooting through diagnostic technique and asking pertinent questions.
• To identify, triage and resolve technical problems for end-users and when required, and escalate technical problems to other appropriate Information Systems staff as necessary.
• Provide excellent customer service to multiple agencies by being visible and responsive to users\' technical support inquiries and problems. A high level of professionalism and expertise should be demonstrated through building working partnerships with staff.
• Deployment of desktop, laptop, Printers and related equipment during refresh, upgrade or replacement process as per predefined procedure.
• Accurately follows IT software installation & patch management when required
• Accurately document all Help Desk incidents using incident-tracking software
• Provide IT onboarding & general user training and/or support on any installed applications as required.
• Develop and/or maintain the documentation for various components in the IT environment including configurations, guidelines, processes/procedures, knowledge base content and change management documentation.
• Ensure timely escalation of problems by documenting actions taken.
• Finding new ways to resolve repeating issues and identify opportunity for continuous improvement.
• Assist with other projects and/or duties as assigned by direct IT Manager or Supervisor.
• Travel to remote offices for installations and/or troubleshooting as required
• Must be aware of and adhere to Health and Safety Policy Rules and Regulations
• Provide support and assistance to IT staff or students as required.

QUALIFICATIONS:
Education and Experience

• Degree or diploma in Computer Networking or Programing Course related to Information Technology field
• 2-3 years of proven experience as Help Desk technician in customer support environment
• Excellent customer service
• Excellent working knowledge of Windows opening systems and Microsoft Office 365 apps
• Excellent Knowledge of Microsoft 365 Admin Role & M365 Exchange Admin Role
• Solid grasp of networking concepts
• Attention to detail & Strong troubleshooting ability in timely manner
• Ability to multitask and prioritize work, Patience, punctuality, and professionalism.
• Proficiency in English w/ excellent communication skills Customer-oriented and cool-tempered
• Valid driver\'s license and access to a reliable vehicle
• Good understanding of computer systems, mobile devices and other tech products

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