Device & Help Desk Technician — Fast IT Support

Armortechs; DeKalb, Northern (IL, KY); Hybrid; USD 42,000 - 54,000; Full time

Job summary

ARMOR in DeKalb, IL seeks a Help Desk Technician to provide fast, friendly technical assistance for computers, mobile devices, and game consoles. Strong communication and problem-solving skills are essential. No prior experience is required, though applicants with relevant experience may be favored.

The role focuses on first-line support, diagnosing issues, and guiding customers through solutions, with an emphasis on maintaining customer satisfaction and accurate record-keeping.

Qualifications

• Experience in help desk or customer support is preferred.
• Technical knowledge of IT hardware and software.
• Good understanding of computers and mobile devices.
• Ability to diagnose and resolve basic technical issues.
• Proficient in English.
• Customer-oriented and able to stay calm when solving problems.
• BSc/BA in IT, Computer Science, or related field is helpful but not required.

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance over the phone or by email.
• Determine the best solution based on the issue and information provided by the customer.
• Walk customers through the problem-solving process.
• Direct unresolved issues to the appropriate next level of support.
• Provide accurate information regarding IT products and services.
• Record problems, events, and resolutions in logs.
• Follow up with customers and update status information.
• Pass customer feedback to the appropriate internal team.
• Identify and suggest potential improvements to procedures.

Skills

Help desk

Customer support

English proficiency

Calm under pressure

Education

BSc/BA in IT or CS

Tools

Office automation

Databases

Remote-control software

Job description

ARMOR in DeKalb, IL seeks a Help Desk Technician to provide fast, friendly technical assistance for computers, mobile devices, and game consoles. Strong communication and problem-solving skills are essential. No prior experience is required, though applicants with relevant experience may be favored.

The role focuses on first-line support, diagnosing issues, and guiding customers through solutions, with an emphasis on maintaining customer satisfaction and accurate record-keeping.