IT Helpdesk Technician: Quick End-User Support

HorseShoe Beverage Company; Peridot (AZ); On-site; USD 42,000 - 62,000; Full time

Job summary

HorseShoe Beverage Company is seeking a Helpdesk Analyst to ensure smooth computer operations by performing initial troubleshooting, collecting information, and logging requests in the helpdesk system. You will resolve end-user issues, often remotely, with hands-on support as needed.

The role involves receiving requests from multiple channels, documenting details, and escalating when necessary. It requires one year of customer service experience and a high school diploma, with CompTIA

Qualifications

• High School Diploma or GED required.
• CompTIA A+ Certification required, or ability to obtain within six months of hire.
• CompTIA Network+ Certification preferred.
• CompTIA Security+ Certification preferred.

Responsibilities

• Receives and troubleshoots incoming helpdesk requests by telephone, e-mail, messaging, or in-person from end-users.
• Performs remote troubleshooting through diagnostic techniques and asking pertinent questions.
• Access software updates, drivers, knowledge bases, and FAQs to aid problem resolution.
• Creates and updates helpdesk tickets with user information and issue details.
• Performs hands-on fixes including software/hardware installation and configuration.
• Investigates malfunctions to determine root cause and informs supervisor.
• Tests fixes and performs post-resolution follow-ups.
• Maintains documentation of all troubleshooting steps and outcomes.
• Prioritizes and escalates tickets to appropriate IT staff as needed.
• Performs routine preventative maintenance on workstations and peripherals.

Skills

Customer service

Troubleshooting

End-user support

Documentation

Remote assistance

Education

High school diploma or GED

CompTIA A+ Certification

CompTIA Network+ Certification

CompTIA Security+ Certification

Tools

Helpdesk ticketing system

Job description

HorseShoe Beverage Company is seeking a Helpdesk Analyst to ensure smooth computer operations by performing initial troubleshooting, collecting information, and logging requests in the helpdesk system. You will resolve end-user issues, often remotely, with hands-on support as needed.

The role involves receiving requests from multiple channels, documenting details, and escalating when necessary. It requires one year of customer service experience and a high school diploma, with CompTIA