Service Desk Tech Full Time
3 weeks ago
**Job Responsibilities and Accountabilities**:
- Serve as the first point of contact for end users and provide technical assistance for incoming queries and issues related to computer systems, software, and hardware
- Troubleshoot to determine the best solution based on the issue and details provided by the end user
- Guide end users through problem-solving process
- Install, modify, and repair computer hardware and software
- Escalate unresolved issues to the next level of support personnel when necessary
- Follow up with end users to ensure their issue has been resolved
- Gain feedback from end users about computer usage
- Document issues and ensure all solutions are logged and organized appropriately
- Provide accurate information on IT products or services
- Identify and suggest possible improvements on procedures
- Develop training manuals and SOP’s
- Provide effective and efficient customer service while training end users
**Knowledge, Skills and Abilities**:
- College Diploma/University Degree in related field
- Minimum 1-2 years’ experience in an IT setting
- Experience in a Help Desk setting considered an asset
- CompTIA A+/Network+ considered an asset
- Organizational, verbal and written communication skills a must
- Ability to work independently and with mínimal supervision.
- Attention to detail and ability to multi-task is a must
**Physical Abilities**:
- Must be able to sit and/or stand for extended periods of time.
- Must be able to deal with challenging employees and/or situations.
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