Help Desk Technician I

• Active participation in the Help Desk 1 phone queue
• Provide first-level contact to end users in a clear and professional manner
• Create and accurately code service tickets
• Identify and redirect urgent tickets to the appropriate resources
• Work through assigned tickets and enter appropriate time entries
• Troubleshoot and resolve end user or infrastructure technical issues
• Follow up with customers and see problems through to resolution
• Ensure proper recording, documentation, and closure of ticket information
• Maintain awareness of ongoing issues and be proactive in customer notification
• Recommend modifications or improvements to client environments
• Properly escalate unresolved tickets to the next level of support
• Preserve and grow your knowledge of Help Desk procedures, products, and services
• Onsite dispatching as needed or directed
• Active participation in the On Call rotation

• Strong written and verbal communication skills
• Basic understanding of computer systems, networks, and troubleshooting techniques
• Ability to work independently and as part of a team
• Customer-oriented mindset with a passion for helping others
• Previous experience in a customer service or technical support role is a plus, but not required
• Ability to lift equipment
• Active Directory, MS Windows 10, Basic Troubleshooting, Microsoft Windows, Service Desk Tickets, Cisco Firewall, Networking, Dell Workstations
• Must be able to travel locally to client sites for networking and computer installs

Previous experience in a customer service or technical support role

• medical, vision, dental, and life and disability insurance
• eligibility to enroll in company 401(k) plan
• mileage covered for travel