IT Help Desk Technician

The IT Helpdesk Technician ensures efficient end-user support by resolving and escalating technical issues to maintain business continuity and SLA standards.

Job Summary:

The IT Helpdesk Technician’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the desktop level.

Key Responsibilities:

• Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.
• Alert management to emerging trends in incidents.
• Deploy pre-packaged software using distribution tools and processes as requested by end users.
• Build rapport and elicit problem details from service desk customers.
• Prioritize incidents and service requests according to defined processes to meet defined SLAs.
• Escalate incidents with accurate documentation to suitable technician, when required.
• Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority
• Use remote tools and diagnostic utilities to aid in troubleshooting.
• Research solutions through internal and external knowledgebase as needed.
• Install business, antivirus and productivity software as needed.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Confirm fixes with users to ensure an incident has been adequately resolved.
• Develop help sheets and FAQ lists for end users.
• Contribute to technician knowledgebase as needed
• Reinforce SLAs to manage end-user expectations.
• Provide suggestions for continual improvement.
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel (Business Support or Infrastructure Team)
• Provide accurate information on IT products or services
• Record events and problems and their resolution in service desk system
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by users to the appropriate internal team
• Document any new or updated procedure or workflow born out of a new or changed product or process
• Modify configurations, utilities, software default settings, etc. for workstations
• On-board new users
• Assign, delete, disable users and computers to proper groups in Active Directory
• Assign, disable rights to users according to Access Matrix
• Verify Backup jobs
• Check on server resources to ensure availability of resources
• Participate in training as required for new or current processes and applications
• Promotes The JMMB Group philosophy of the Vision of Love and its unique culture.
• Is engaged in the transformation process for the continuous improvement of The JMMB Group of companies.

 Education, Training & Work Experience Required:

• Diploma in IT, Computer Science or relevant field
• Proven experience as a help desk technician or other customer support role
• Tech savvy with working knowledge of office automation products, databases and remote control
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and resolve basic technical issues
• Hardware (printer, tablet, laptop and desktop)
• General networking skills
• Microsoft Office Suite
• Active Directory
• Microsoft Office 365
• NTFS Permission
• Basic knowledge of Exchange 2010
• Knowledge of Microsoft Bit locker
• Basic Microsoft SQL skills
• Understanding of Android and IOS operating systems
• Proficiency in English
• Proficiency in Spanish
• Excellent communication skills
• Customer-oriented and cool-tempered