Help Desk Technician

UniFirst Corporation; Perímetro Urbano Medellín; Presencial; COP 81.340.491 - 162.680.982; Jornada completa

Descripción de la vacante

An established industry player is seeking a Help Desk Technician to join their IT Service Desk team. This role is crucial as the first point of contact for end-users facing IT-related issues. You will provide timely technical support, troubleshoot hardware and software problems, and escalate complex issues as needed. The ideal candidate will have a strong customer service focus, excellent communication skills, and the ability to manage multiple tasks efficiently. Join this innovative firm and make a significant impact in enhancing user experience and operational efficiency.

Formación

• 1+ years in a Call Center/Service Desk environment.
• Basic understanding of hardware and operating systems.

Responsabilidades

• Provide initial technical support via phone, email, or ticketing system.
• Log all Service Desk interactions accurately into the ticketing system.

Conocimientos

Customer Service

Technical Support

Troubleshooting

Time Management

Communication Skills

Educación

High School Diploma

Associate Degree in IT

Herramientas

ServiceNow

MS Teams

Active Directory

Office 365

Descripción del empleo

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Description

The Information Technology department is seeking a professional IT Service Desk Technician for level 1 support, to join our IT Service Desk team. The Level 1 IT Service Desk Technician is the first point of contact for end-users encountering IT-related issues and inquiries. This role involves providing timely technical support, troubleshooting common hardware and software problems, and escalating more complex issues to Level 2 technicians or other IT teams when necessary. The Level 1 Technician will provide first-level troubleshooting support for a variety of computing issues, assists in maintaining documentation, and ensure excellent customer service standards are met.

Principal Accountabilities:

• Provide initial technical support and assistance to end-users via phone, email, MS teams, or a ticketing system.
• Act as first point of contact for all IT issues, quickly responding to Team Partner requests for IT service within SLA guidelines.
• Identify, diagnose, and resolve basic hardware and software issues, including password resets, software installations, and printer configurations.
• Log all Service Desk interactions accurately and promptly into the ticketing system, ensuring proper categorization, prioritization, and resolution.
• Follow standard operating procedures and troubleshooting guides to resolve common IT problems independently.
• Escalate unresolved issues to Level 2 technicians or other IT teams, providing detailed information and documentation for further investigation and resolution.
• Assist in maintaining and updating documentation, knowledge base articles, and standard operating procedures for IT support processes and procedures.
• Provide excellent customer service and communication, keeping end-users informed of the status of their requests and ensuring satisfaction with the resolution provided.
• Adhere to IT policies, procedures, and security standards.

Requirements:

• High school diploma required.
• Associate degree in a technical discipline (Computer Science, MIS, Engineering, IT, etc.) or 1+ years in an IT related field
• 1+ years in a Call Center/Service Desk enterprise environment
• Strong customer service focus, organizational skills, and ability to multi-task with excellent time management skills required.
• Basic understanding of computer hardware, operating systems (Windows 10/11), and common business applications (Office 365, Active Directory, SSO, etc.)
• Hands on experience working with an ITSM/ticketing system (ServiceNow, Cherwell, Remedy, etc.)
• Excellent communication and interpersonal skills, with the ability to communicate technical information effectively to non-technical end-users.
• Ability to take initiative, assume responsibility and follow up in a timely manner.
• Ability to maintain composure and re-prioritize work in a fast-paced environment.
• 1+ Years working in a business environment as part of a team.
• Ability to travel up to 10%.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Technology, Information and Media

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