Help Desk Technician

Position Description

The Service Desk Technician is responsible for handling first level support of service requests. This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software.

Primary Responsibilities:

  • IT Support relating to technical issues involving Microsoft’s core business applications and operating systems
  • Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
  • Basic remote access solution implementation and support: VPN, Terminal Services, and Citrix
  • Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
  • System documentation maintenance and review in Hodgson Consulting Ticketing System
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
  • Maintain accuracy of client records

Additional Responsibilities:

  • Improve customer service, perception, and satisfaction
  • Fast turnaround of customer requests
  • Ability to work in a team and communicate effectively
  • Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
  • Escalate service requests that require engineer level support
  • Responsible for entering time and expenses with Hodgson Consulting as it occurs
  • Understand processes of Hodgson Consulting by completing assigned training materials

Knowledge and Skills:

  • Advanced understanding of operating systems, business applications, printing systems, and network systems
  • Comptia A+ or equivalent experience required
  • Comptia Network+, Security+, and Microsoft certifications, a plus
  • Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
  • Diagnosis skills of technical issues
  • Ability to multi-task and adapt to changes quickly
  • Understanding of support tools, techniques, and how technology is used to provide IT services
  • Typing skills to ensure quick and accurate entry of service request details
  • Self-motivated with the ability to work in a fast moving environment
  • Valid Driver’s License and Proof of Insurance required
  • Lifting and transporting of moderately heavy objects, such as computers and peripherals

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