Information Technology Help Desk Technician

Compunnel Inc.; Alpharetta (GA); On-site; USD 40,000 - 55,000; Full time

Job summary

A leading company in IT services is seeking an Entry Level Information Technology Help Desk Technician. This role involves providing exceptional customer service and technical support in a fast-paced environment. The ideal candidate will have strong communication skills and the ability to diagnose and resolve issues efficiently. You'll be responsible for assisting users with software and hardware problems, ensuring customer satisfaction, and collaborating with internal teams. Flexibility in working hours is required, including evenings and weekends.

Qualifications

• 2-5 years experience in a complex, high-tech environment.
• Ability to diagnose problems in a complex environment.

Responsibilities

• Provide phone support focusing on customer service.
• Investigate, diagnose, and resolve hardware/software problems.
• Build rapport with users and communicate issue status.

Skills

Customer Service

Communication

Problem Solving

Education

High school diploma or GED

Job description

Information Technology Help Desk Technician

Shift Available: Mon to Fri 9:00 am to 5:00 pm

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 focus on customer service by listening attentively, showing empathy, and creating detailed documentation. Resolve conflicts and ensure customer satisfaction. Support enterprise software and hardware issues. Perform assessment, triage, research, training, and resolution of incidents. Provide after-hours and weekend support as needed.
• Problem Resolution and Diagnosis: Investigate, diagnose, and resolve hardware/software problems promptly. Support all existing systems, run diagnostics, repair hardware/peripherals, and modify software as necessary.
• Communication and Collaboration: Build rapport with users, communicate issue status clearly, and collaborate with internal teams and end users to ensure professionalism and effective support.

Additional Details:

• Seniority level: Entry level
• Employment type: Contract
• Job function: Information Technology and Engineering
• Industries: IT Services and IT Consulting