IT User Support Technician

Job Number: 233668IT User Support Technician

• Provide first contact support of incoming requests to the service desk via telephone, web portal, email, chat and all operational contact types to ensure courteous, timely, and effective resolution of end-user issues.
• Build rapport and gather problem details from service desk customers.
• Use Service Desk scripts and other knowledge articles to gather appropriate data and guide users through resolution instructions.
• Prioritize incidents and service requests according to defined processes.
• Escalate incidents with accurate documentation to suitable technician, when required.
• Record, track, and document the service desk incident within the Service Desk application.
• Use remote tools and diagnostic utilities to aid in troubleshooting.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Work with end user to test fixes to ensure an incident has been adequately resolved.

• High School Diploma is required
• Bachelors or Associates degree related to information technology preferred but not required

• Knowledge of basic computer hardware, including desktops and laptops
• 1 -3 year's experience working in an IT help desk call center or equivalent support function
• Proficient in Microsoft Office
• Excellent problem solving abilities
• Good written and oral communication skills
• Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills
• Strong documentation skills
• Primary function is answering telephone calls, typing and using a PC (keyboard, mouse, and monitor)
• Able to follow a script in communicating and interacting with callers