SUPPORT TECHNICIAN, SERVICE DESK

Overview

Role Overview

• Job Title: Technician, Helpdesk
• Education Requirement: Graduate of Information Technology or any related course

Responsibilities

1. Point of Contact & Customer Service

• Serve as the single point of contact for both on-site and remote users regarding problems and inquiries.
• Act as the first line of defense for all technical incidents and service requests.
• Ensure strict compliance with all policies and procedures associated with IT, Facilities, and the Helpdesk.
• Provide timely assistance and first-level support across various departments to ensure quick issue resolution.
• Translate complex technical jargon and concepts into clear, non-technical language for end-users.
• Maintain solid customer service standards and demonstrate strong interpersonal communication skills.

2. Technical Support

• Deliver broad first-level support for PCs, desktop hardware, software, and Ethernet networking technologies.
• Provide extensive troubleshooting and support for both networked and stand-alone printers.
• Troubleshoot basic network connectivity, TCP/IP, IP networking, and general mobile device issues (smartphones/tablets).
• Serve as the Single Point of Contact (SPOC) between end-users and tier-2/3 resolution groups (IT, Facilities, and other technical teams).
• Monitor system alerts and alarms using enterprise tools such as SolarWinds Orion.
• Execute and manage Global "OPSCON" escalation protocols in the event of site or center outages.

3. Internal Connections & Partnership

• Display advanced interpersonal communication skills to collaborate effectively with both technical and non-technical personnel across all organizational levels.
• Build and maintain excellent working relationships with internal teams to ensure service desk delivery meets customer needs.

4. Client Support

• Respond promptly to client inquiries and provide step-by-step guidance to resolve hardware, software, and operational questions or problems.

5. Monitoring, Tracking & Administration

• Log all incoming helpdesk calls and email requests into the ticketing system.
• Maintain and manage service tickets within appropriate work queues, ensuring completion within established SLAs with high accuracy and efficiency.
• Perform other duties and tasks as assigned.

Qualifications

• Information Technology: Strong foundation in PC and peripheral hardware, working knowledge of Microsoft Windows OS, desktop application software, and basic networking components.
• Problem Solving: Ability to identify root causes, evaluate potential solutions, and actively resolve issues using standard troubleshooting techniques.
• Analytical & Logical Thinking: Ability to collect, compare, and assess data from multiple sources to approach issues in a structured, methodical manner.
• Documentation & Reporting: Ability to collect, compile, organize, and store relevant IT data and reports in both printed and electronic formats.
• Communication: Strong clear-cut verbal and written communication skills to convey technical information effectively across various channels.