Experienced Help Desk Technician

Experience:

  • 5 or more years of IT technician experience

Notable Duties:

  • Represent the My IT brand & culture while interacting with multiple end-users, vendors, and decision makers
  • Provide first-level & second-level customer support including troubleshooting issues with hardware, network/internet connectivity, email, and software applications
  • Manage multiple cases at once, including mentoring junior technicians
  • Keep well documented and updated case notes on all assigned tickets 
  • Provide daily communication to clients on outstanding issues
  • Enter all time as tickets are being worked
  • Create and maintain client-related documentation

Meaningful Skills, Knowledge, & Abilities Required:

  • Proactive – identify issues that can be prevented or where solutions can be automated
  • Experienced – advanced knowledge of basic network protocols and the OSI model
  • Knowledgeable – ability to train others in Microsoft desktop and server operating systems
  • Self-motivated – ability to work in a fast-moving environment and self-manage time
  • Multi-tasker – adapt to changes quickly
  • Well Organized – detail-oriented with the ability to document work succinctly
  • Process-oriented – can follow and create thorough processes 
  • Customer-Service Orientated – is friendly and users find pleasant to work with over the phone
  • Perceptive – have interpersonal skills such as telephony skills, communication skills, active listening and customer-care
  • Diligent – strong typing skills to ensure quick and accurate entry of service request details with a strong attention to detail

To apply, please email your resume to jobs@myitsupport.com.

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