Help Desk Technician Full-time Job

Role: Help Desk Technician

Location: Alpharetta GA- (Fully Onsite)

Contract Duration: 12 Months- extension very likely.

Shift timings: Open to all Shifts

Job Description:

Under direct supervision, provides telephone, email, and ticket-based support for software, hardware, and network issues. This individual serves as the first point of contact for customers seeking technical assistance. Through detailed analysis and troubleshooting, this technician determines how to best resolve customers’ problems, following established processes. This role also helps the Information Technology organization adhere to Service Level Agreements. In addition to direct technical skills, they possess customer service and problem-solving skills.

Duties and Responsibilities:

• Serves as first point of contact for inbound customer communication via multiple channels. Gathers basic information, opens cases in a ticketing system, documents all actions, and appropriately escalates complex problems, following standard processes.

• Manages daily service tickets. Researches and diagnoses issues using standard procedures and FAQs, determines appropriate solutions, resolves issues efficiently, and performs follow-up activities to ensure customer satisfaction.

• Accurately processes and records call and incident data.

• Maintains a strong understanding of hardware, software, and networking.

• Utilizes ticketing system knowledge base.

• Recommends modifications to standard operating procedures.

• Identifies, researches, and resolves routine technical problems.

• Works with other members of the IT support team to resolve incidents.

• Collaborates with vendors, third-party support groups, and subject matter experts.

• Completes assigned tasks efficiently, communicates progress, and adheres to schedules.

• Follows and recommends revisions to standard operating procedures.

• Possesses strong written and verbal communication skills.

• Strives for professional and technical excellence through continuing education, participation in professional associations, reviewing of professional publications, and attending training and workshops.

• Provides advice, coaching, and mentoring to other Help Desk technicians and provides a thorough knowledge of assigned hardware and software products and applications and excellent customer service. May perform research, resolution and documentation on Level 1 support items. Provide input into technical documentation

• Responds to email and on line queries relating to product issues from end users within the documented response and resolution standards.

Requirements

Experience and Qualifications:

• High school diploma required. Associates or bachelor’s degree in related field preferred.

• Minimum of two (2) years related experience providing customer and end-user support for standard PC and server-based systems. Call center/service desk experience desirable.

• ITIL certification and Microsoft or Cisco technical certifications a plus.

• Strong working knowledge of MS Office (all versions) and general office applications; hardware troubleshooting knowledge (desktop/laptop). General Windows/AD administration. Mac support and other IT-related systems knowledge a plus.

• Excellent communication (written/verbal), time-management, organization, problem-solving and multitasking skills.

• A willingness to learn and work as a member of a team are crucial attributes. Also requires patience and a positive and proactive customer service demeanor. Some overtime hours possible, and potential on-call availability may be required on occasion.

Apex Systems is a world-class technology services business that incorporates industry insights and experience to deliver solutions that fulfill our clients digital visions. We provide a continuum of service from workforce mobilization and modern enterprise to digital innovation to drive better results and bring more value to our clients.