Help Desk & Device Technician

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

Join ARMOR’s DeKalb technical team helping customers solve computer,mobile-device, game-console, and everyday technology problems.

ARMOR is looking for people to work in the DeKalb area as HelpDesk and Device Technicians. The position includes greetingcustomers, providing technical assistance over the phone or byemail, and repairing devices ranging from cell phones andcomputers to game consoles.

Candidates should have at least a high school diploma orequivalent and strong critical-thinking skills. No previousexperience is required, although applicants with relevantexperience may be favored.

This is a full-time position.

What You’ll Do

Core Responsibilities

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

The Role

ARMOR is looking for a competent Help Desk Technician who canprovide fast and useful technical assistance with computer systemsand other technology.

A successful technician needs solid technical knowledge as well asthe ability to communicate effectively, understand a customer’sproblem, and explain the solution clearly.

The position also requires patience and a customer-focusedapproach when working through difficult or frustrating technicalissues.

The goal is to create value for ARMOR’s clients while helpingpreserve the company’s reputation and customer relationships.

What We’re Looking For

Requirements

• Experience as a help desk technician or in another customersupport role is preferred.
• Technology-focused with working knowledge of office automationproducts, databases, and remote-control software.
• Good understanding of computer systems, mobile devices, andother technology products.
• Ability to diagnose and resolve basic technical issues.
• Proficiency in English.
• Customer-oriented and able to remain calm when solving problems.
• A BSc/BA in IT, Computer Science, or a related field is helpful,but not required.

General Position Requirements

Physical & Workplace Requirements

Valid Driver’s License

All positions at ARMOR require a valid driver’s license.

Physical Activity

Applicants must be able to lift up to 50 lbs and be capableof standing or climbing up to 70% of the time.

Hardware Troubleshooting

Team members may be required to interact with and troubleshootcomputer, mobile-device, and other electronic hardware.

Sensitive Information

The position may involve sensitive client data and includesconfidentiality, non-compete, and intellectual-propertyprotections applicable to ARMOR and its clients.