Help Desk Technician

Job Title: Help Desk Technician
Department: Service

Time Commitment: Full-time
Reports To: Service Desk Manager
FLSA Status: Non-Exempt
Location: Bellefontaine, Ohio

Essential Duties and Responsibilities

Essential Duties and Responsibilities include the following:

  • Receive warm transferred calls from Help Desk Analyst
  • Focused troubleshooting on technology specialties
  • Detail documentation of issue and resolution in all tickets
  • First Call Resolution
  • Complete moves, add and changes for client devices and users
  • Sites visits as assigned by Service Manager
  • Participates in On-Call Rotation
  • Answer over flow calls as necessary
  • Assist with Lead duties when assigned
  • Responsible for:
    • Connect2Help
    • File Shares
    • Printer Shares
    • Users & Rights
    • Spyware/Adware Removal
    • Firewalls
    • WebEx
    • Jabber
    • Encryption
    • Video Surveillance
    • Voice Tools
    • HostMaster

Qualifications and Requirements

  • Knowledge of IT applications, processes, software, and equipment
  • Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
  • Self-motivated with the ability to work in a fast-moving environment
  • Actively pursuing Certifications (Cisco, Microsoft, HDI)

Behavioral Traits, Attitude and Skills:

  • Broad understanding of technology with ability to translate business issues and desired outcomes into technical solutions
  • Strong sense of customer service
  • Excellent oral and written communication skills
  • Good analytical and problem solving skills
  • Results-driven
  • Early adopter of new technologies
  • Technical aptitude and continued interest in learning new technology strategies for the benefit of our company and clients
  • A strong belief in ethical business principles
  • Exceptional analytic and problem solving skills

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Supervisory Responsibilities

This position will have no supervisory responsibilities.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Compensation

This position is a non-exempt position with bonus plan

Equal Opportunity Employer

NetGain Information Systems Company is an Equal Opportunity Employer