[Hiring] IT Help Desk Technician @Darkhorse Tech

Role Description

As a Help Desk Technician, you will assist clients with technical issues via phone, email, and chat. You will build relationships with clients and help them find solutions while providing exceptional customer service. In this role you will gain exposure to a wide variety of products and services because we assist our clients with technical problems concerning hardware, software, peripheral equipment like phones and printers, and specialized dental imaging products. We also manage routine maintenance and installations for our clients throughout the country.

Responsibilities

• Provide excellent customer service via phone and remote technical support
• Walk clients through diagnostic procedures to identify and resolve errors
• Communicate with vendors to request service, update, and resolve open tickets
• Adhere to established methods for responding to and documenting support requests
• Perform maintenance tasks on end user devices
• Provide ongoing user training and self-fix solutions to clients
• Set up, troubleshoot, and configure PCs, printers, peripherals, and network equipment
• Handle technical requests such as password resets, drive mapping, and user accounts setup
• Provide limited Saturday coverage as part of an on-call rotation schedule
• Perform Tier 1 troubleshooting, configuration, and administration pertaining to clients' printers, wireless network configuration, server-based print queues, antivirus and firewall programs, Microsoft Windows 7 and newer operating systems, Microsoft Office 2010 and newer; Microsoft Office 365; Apple OS, and more

Qualifications

• Excellent verbal and written communication skills
• Proven time management skills
• Proven reliability and the ability to work independently
• Excellent customer service skills
• Problem solving and troubleshooting skills
• 1-2 years of tech support experience is preferred
• 1-2 years of customer service experience
• Bachelor's degree in Information Technology or Computer Science is preferred

Requirements

• Hours - Monday through Friday, 7:00am to 4:00pm EST; Rotating Saturday shift