JOB SUMMARY
We are seeking an enthusiastic Help Desk Technician to join our team. This position is responsible for providing first-level technical assistance to internal customers, helping them resolve basic issues related to computer systems, software, and hardware.
The Help Desk Technician will focus on delivering excellent customer service and ensuring issues are handled efficiently.
DUTIES & RESPONSIBILITIES
- Technical Support : Respond to customer inquiries via phone, email, or chat. Assist in troubleshooting basic technical issues and guide customers through simple, step-by-step solutions.
- Issue Escalation : Identify when an issue requires escalation to Tier 2 or other IT teams for further investigation.
- Documentation : Maintain records of customer interactions, including issue descriptions and basic troubleshooting steps.
Update the internal knowledge base as new common issues arise.
Software and Hardware Support : Provide support for software installations, configurations, and basic hardware setup (e.
g., printers, peripherals, and workstation setups).
- Customer Guidance : Assist customers with simple, frequently asked questions regarding software or hardware and refer them to self-help resources when applicable.
- Basic System Monitoring : Monitor system alerts and escalate any concerns about system performance to senior staff.
QUALIFICATIONS
- High school diploma or equivalent; an associate’s degree or technical certifications in IT are a plus.
- 2-5 years of experience in IT support roles
- A strong desire to learn and grow in a technical support role.
- Good communication skills, with the ability to explain simple technical concepts to non-technical users.
TECHNICAL SKILLS
- Basic knowledge of Windows and / or Mac operating systems, Microsoft Office Suite, and common software applications.
- Familiarity with basic networking concepts (e.g., Wi-Fi setup, router troubleshooting).
PREFERRED KNOWLEDGE / SKILLS
- Basic familiarity with IT Service Management tools or ticketing systems.
- Knowledge of remote troubleshooting tools.
KEY COMPETENCIES
- Strong attention to detail and willingness to learn.
- Good communication and interpersonal skills.
- Ability to follow standard procedures and prioritize tasks.
- A team player with a positive attitude.
LOCATION
Hattiesburg, Mississippi
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