Information Technology Help Desk Technician

Compunnel Inc.; Alpharetta (GA); On-site; USD 40,000 - 60,000; Full time

Job summary

A tech consulting firm in Alpharetta, GA is seeking an Information Technology Help Desk Technician. This role focuses on providing exceptional customer service and technical support. Candidates should have a high school diploma, strong communication skills, and the ability to diagnose technical issues. The position requires flexibility to work varied shifts. Competitive salary range of $40,000 to $60,000 is offered.

Qualifications

• Two to five years of experience required in a complex, high-tech environment.
• Willingness to work variable shifts, including nights and weekends.

Responsibilities

• Provide customer service and technical support over the phone.
• Investigate and resolve hardware/software problems promptly.
• Create accurate documentation of incidents and solutions.

Skills

Excellent customer service and communication skills

Diagnostic problem-solving

Self-motivated in high-pressure situations

Education

High school diploma or GED

Job description

Information Technology Help Desk Technician

Required Qualifications

• Excellent customer service and communication skills.
• Two to five years of proven experience in a complex, high-tech, and fast-paced work environment.
• High school diploma or GED with relevant work experience.
• Ability to diagnose problems in a complex environment and provide quick, effective solutions.
• Self-motivated with the ability to work independently in high-pressure situations.
• Willingness to work variable shifts, including evenings, weekends, and public holidays.

Preferred Qualifications

• Previous experience in a technical support role is a plus but not required.
• Understanding of technology and the ability to apply that knowledge to support existing systems.

Key Responsibilities

• Customer Service and Support: Provide phone support with a strong focus on customer service by listening attentively to accurately understand the customer\'s issue, showing empathy and urgency to resolve the situation, creating accurate and detailed documentation of client, problem, and incident information, resolving conflicts and ensuring customer satisfaction, and offering high-quality support related to enterprise software and hardware issues.
• Perform assessment, triage, research, training, and resolution of incidents in a fast-paced, 24/7 environment.
• Provide after-hours and weekend support as required.
• Problem Resolution and Diagnosis: Investigate, diagnose, and resolve hardware/software problems in a timely manner; apply an understanding of technology to support all existing systems; run diagnostic programs, repair computer hardware/peripherals, and install or modify software as needed.
• Communication and Collaboration: Create a positive customer experience by building rapport and trust with users; communicate the status of issues clearly and provide timely resolutions or escalate when necessary; work with internal teams and end users to offer guidance and ensure professionalism in challenging situations.

Seniority level

• Associate

Employment type

• Contract

Job function

• Information Technology

Industries

• IT Services and IT Consulting

Alpharetta, GA

$40,000.00-$60,000.00