IT Help Desk Technician

Monti Incorporated; United States; Remote; USD 40,000 - 60,000; Full time

Job summary

Monti Incorporated is seeking an IT Help Desk Technician to provide exceptional support to customers concerning their computer systems and software. This role emphasizes superior customer service, problem-solving, and strong communication skills, ensuring efficient solutions while representing the company's mission with professionalism.

Qualifications

• 3-5 years’ experience in an IT Help Desk or customer support role.
• Strong knowledge in troubleshooting hardware and software.
• Excellent verbal and written communication skills.

Responsibilities

• Provide tech support via email, phone, and in-person.
• Guide users through troubleshooting processes.
• Ensure customer satisfaction through follow-up.

Skills

Customer Service

Problem-Solving

Communication

Analytical Skills

Technical Troubleshooting

Education

Associates degree or higher in Information Technology

Job description

At Monti, we value providing superior customer service and are committed to the successful operation of our information technology systems. We are seeking a qualified IT Help Desk Technician to assist our customers with questions and problems concerning computer systems, hardware, and software. The Technician will work with customers remotely and in person, guiding them through systems configuration and troubleshooting, while aiming to resolve issues with efficiency. Standout candidates will be excellent problem-solvers with outstanding communication and customer service skills.

Objectives of this role

• Provide quick and effective assistance with information technology systems
• Guide customers remotely and in person through systems configuration, troubleshooting, and maintenance
• Listen attentively to customers’ questions and concerns and offer optimal solutions
• Prioritize customer satisfaction in all communications, directing unresolved issues to next-level personnel
• Work with desktop support engineers to provide customers with superior service
• Represent Monti with professionalism and integrity while helping to advance our company mission

Responsibilities

• Respond to tech inquiries via email, through online chats, over the phone, or in person
• Inform customers about IT products and services
• Walk customers step-by-step through the problem-solving process
• Help with troubleshooting hardware and software
• Follow up with customers to ensure satisfactory service
• Communicate customer feedback to the appropriate internal team members

Skills and qualifications

• 3-5 years’ experience working as an IT Help Desk Technician or in a similar IT customer support role
• Associates degree or higher in Information Technology, Computer Science, or another related field
• Commitment to providing exceptional customer service
• Excellent problem-solving and analytical skills
• Comprehensive knowledge of computer systems and experience troubleshooting hardware and software
• The ability to break down technological processes and deliver clear, step-by-step instructions
• Patient, friendly demeanor with a great aptitude for listening
• Strong verbal and written communication skills
• Reliable transportation is required
• Flexibility to travel up to 25% to our five remote branches

Preferred qualifications

• Passion for problem-solving and customer service
• Tech savvy, with experience working in a tech-related field
• Ability to diagnose and resolve a variety of technical issues
• Team-oriented mindset with an openness to constructive feedback
• Eagerness to learn new technologies and systems

Monti, Inc. is proud to be an Equal Opportunity Employer.