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Administration - IT Help Desk Technician

Okay Industries, Inc.

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Berlin, CT
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Job Description

As posted by the hiring company

Job Overview:

IT Help Desk Technician Job Description

We are looking for a competent person to be a part of our support team who is primarily responsible for providing exceptional customer service, technical support and assistance. The successful candidate will be a natural troubleshooter with the ability to also escalate issues proactively when needed They will interact with internal customers by phone or in-person. This position will share time between our New Britain and Berlin offices as needed.
An excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with challenges. The goal is to create value for clients that will help preserve the company’s reputation and business.

Responsibilities
• Serve as the first point of contact for customers seeking technical assistance over the phone or email
• Perform in person and remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Direct unresolved issues to the next level of support personnel in a timely manner
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures

Qualifications:
• 2+ year recent experience as a help desk technician or other customer support role providing PC support
• Proficiency in English
• Professionalism, patience, and customer-orientated, while attention to detail is a must.
• Working knowledge of systems hardware, printers, scanners, AV equipment and other peripheral devices
• Strong critical and analytical problem-solving skills
• Excellent verbal and written communication
• Exceptional attention to detail and highly organized
• Comfortable multi-tasking
• Vibrant and willing to contribute to a fun atmosphere
• Require a valid driver's license
• Preferred certifications: A+, Network +, Windows Desktop
• Preferred work experience: IT Support in a manufacturing environment.
• Preferred systems experience: Plex, ConnectWise
A successful Desktop Support Technician will be able to:
• Troubleshoot the following:
• Hardware problems on desktop computers
• Routine desktop/laptop and basic network problems
• Routine smartphone and tablet problems
• Windows Desktops/Laptops (Windows 10 and Windows 7), and Servers (2008, 2012/2016 R2 Standard)
• Install and configure desktop operation systems
• Provide basic support for laptops and desktops
• Administer basic network devices and hardware print servers
• Learn about and work on new software products
• Manage multiple projects effectively and timely ranging in size and complexity
• Work collaboratively with our existing support team
Physical Demands/Work Environment

• Ability to regularly sit and/or stand for lengthy amounts of time, bending and reaching as necessary
• Frequent use of fingers/hands to manipulate computer, telephone and other standard office equipment
• Ability to regularly lift and/or move up to 10 lbs.; frequently lift and/or move up to 25 lbs. and occasionally lift and/or move up to 50 lbs.
• Must be able to accommodate working in a moderate noise level environment

Job Type: Full-time

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