Help Desk Technician at Micro Tech

$30-$35 contract to hire

Monday thru Friday 7:00am-3:30pm
Will be required to be on call once every 10 weeks
Will be required to be on site 5 days a week, working remotely is permitted if not feeling well / weather is bad
Day Shift, no nights and weekend

• Required: 
o Knowledge of standard business desktop software and hardware. 
o Ability to troubleshoot and resolve technical support questions of customers in a professional manner.
o Experience with PC or network administration.
o Monitor an email contact inbox and ticketing system for incoming work
o Experience in working with customers in a customer support role over the phone.
o Strong communication skills, both verbal and written.
o Someone who thrives in a team atmosphere and can keep their composure when work volume surges

20% Provide IT user support using standard screens, scripts, reference guides, and procedures with completing ongoing training to deepen skillset.  
20% Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error. Troubleshoot and resolve technical support questions of customers in a professional manner.
20% Images PCs, installs software, and peripheral equipment.
10% Provides first-level network administration support (create user accounts, assists in file restores, maintain passwords, increase user space, and provide rights to some areas).

10% Update assigned tickets with latest status and continuously communicate to necessary parties, including providing follow-up to the user on the status of the problem until resolution. 
10% Escalate incidents and service requests to next level support if the issue cannot be resolved.
10% Be expected to work to incident response and resolution targets in an Information Technology Service Management (ITSM) environment with Service Level Agreement (SLAs)