IT Help Desk Technician

MAU•Augusta, GA

1d•Onsite

About The Position

The Customer Service Representative will professionally handle incoming inquiries from employees to ensure issues are resolved promptly and thoroughly. The representative will assist employees with understanding and using account features and will troubleshoot software, application, and portal-related issues. They will gather information accurately and efficiently while documenting all interactions. Additional responsibilities include performing administrative functions related to the software and services used by the company to support employees. These duties include, but are not limited to, account management, phone services, timekeeping services, and other related systems.

Requirements

High School Diploma or GED
Proficiency with Microsoft desktop applications, including Microsoft Word, Excel, and related tools
Working knowledge of Microsoft operating systems, including Windows 11
Experience with account management in Microsoft environments, including Active Directory, Azure Active Directory, and Microsoft 365 administration
Familiarity with internet and desktop technologies used in a business environment
Typing proficiency of at least 40 words per minute
Ability to work within an IT ticketing or service management system
Strong written and verbal communication skills
Ability to document issues clearly and accurately
Strong problem-solving and troubleshooting abilities
Ability to manage multiple tasks and prioritize effectively in a fast-paced environment
Strong ability to use computers and quickly learn new software applications and technologies

Nice To Haves

At least 2 years of experience in IT Field (Help Desk, etc.)
Bachelor’s degree
Team players who are well-versed in process improvement
Rally support from internal customers to improve satisfaction for external customers
Lead process improvement to reduce process time for internal customers
Attentiveness
Process Knowledge
Ability to Use “Positive Language”
Acting Skills
Organizational Skills
Ability to “Read” Customers
A Calming Presence
Goal Oriented Focus
Ability To Handle Surprises
Tenacity
Closing Ability
Technical Capacity
Time Management
Ability to have tough conversations

Responsibilities

Assists employees with account access and recovery via phone, email, and other communication technologies
Provides support to employees with system usage through phone, email, and other communication technologies
Maintains detailed records of customer interactions, including time spent and actions taken
Greets customers in a professional manner and determines the issue or reason for contact
Resolves problems and provides appropriate solutions within established time limits
Follows up with employees to ensure satisfactory resolution of issues
Escalates unresolved issues to appropriate internal teams or support levels when necessary
Follows established procedures, policies, and service standards when assisting employees
Maintains knowledge of company systems, software, and employee service processes
Assists with administrative tasks related to employee systems and services
Contributes to team efforts by accomplishing related tasks and responsibilities as needed