Help Desk Technician

Job Summary

Provides first-contact technical support via phone, email, and chat, aiming for quick resolution of user issues. This role involves efficiently managing the ticket queue to meet Service Level Agreements (SLAs), escalating complex problems to higher-tier support (Tier 2/3), and consistently delivering excellent customer service while representing the IT department professionally.

Key Responsibilities

• Manage the ingress of incident/request calls and tickets using designated approved phone and ticket system solutions by following established routing and workflow procedures.

• Ensure generated incident/request tickets contain all required and necessary information, notes, and correctly assign tickets to appropriate support personnel.

• Identify, analyze, and resolve first contact issues via telephone, chat, and email, and escalate issues to Tier 2 and 3, or other support personnel when necessary.

• Work with the other Help Desk Technicians, IT Operations Technicians, and other Support Personnel when possible to gain a greater understanding and insight into the resolution of technical problems.

• Provide positive interaction with customers, peers, and leadership to ensure a pleasant and productive communication and service experience.

• Provide outstanding customer service to optimize enterprise-wide productivity. 

• Build strong working relationships with fellow Help Desk Technicians, IT Operations Technicians, and other Support Personnel to ensure a high quality of service to end users. 

• Be proactive: analyze situations to determine and implement permanent corrective actions

• Ability to work well with people from different disciplines with varying degrees of technical experience

Experience and Education Required

• High School Diploma or GED

• 1 year of experience in the Information Technology or related field

• 1 year of experience in a Help Desk or Call Center environment

• Demonstrate understanding of basic computer technology competencies

• Working knowledge of Microsoft Windows and ChromeOS Operating Systems

• Working knowledge of Google Apps

• Strong written communication skills

Experience and Education Preferred

• Associate’s Degree

• CompTIA A+ Certification

• Working knowledge of Okta platform

• Working knowledge of Citrix/CampusVue

• Working knowledge of Active Directory

• Working knowledge of Google Admin

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.  Prolonged periods sitting at a desk and working on a computer.

Work Environment  

Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the employee is usually not exposed to weather conditions.  The noise level in the work environment is usually moderate. 

Note

This is not necessarily an exhaustive list of all responsibilities, skills, duties, or requirements associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or require that other or different tasks be performed when circumstances change. 

I have read and understand the above job description.  I further understand that this is not an all-inclusive list and does not constitute a contract.  My employment remains at will as with all employees of Ancora Education.