National Coatings and Supplies / Single Source, Inc.
IT Service Desk Technician
National Coatings and Supplies / Single Source, Inc., Raleigh, North Carolina, United States, 27601
As a help desk technician, you will be required to respond to queries in person and over the phone, assess and diagnose computer hardware and software problems, and implement effective solutions. You may also be required to provide basic computer training, modify hardware systems, install computer peripherals, and perform basic computer maintenance.
To ensure success as a help desk specialist, you should have advanced knowledge of computer software and hardware systems, excellent diagnostic skills, and high-level communication skills. A skilled help desk specialist provides fast and effective support over the phone and in person.
Duties & Responsibilities
Serve as the first point of contact for customers seeking technical assistance over the phone or emailPerform remote troubleshooting through diagnostic techniques and pertinent questionsDetermine the best solution based on the issue and details provided by customersWalk the customer through the problem-solving processDirect unresolved issues to the next level of support personnelProvide accurate information on IT products or servicesRecord events and problems and their resolution in logsFollow-up and update customer status and informationPass on any feedback or suggestions by customers to the appropriate internal teamIdentify and suggest possible improvements on proceduresTravel onsite to troubleshoot and install computer related hardwareProvides answers to clients by identifying problems, researching answers, and guiding clients through corrective steps.Improves client references by writing and maintaining documentation.Installation, configuration and troubleshooting of workstation PCs and other computer-related hardwareInstalling and maintaining any job-specific softwareMaintaining all printers/scanners and assisting in future projectsProvide help-desk support and resolve problems to user's satisfactionMaintain system configurations, utilities, software default settings, etc.Install, test and configure new workstations, peripheral equipment and softwareAssist with on-boarding of new users, assign users and computers to proper groupsDocument internal proceduresOther duties as assignedQualifications & Education Requirements
High School Diploma, GED, or equivalentAbility to solve difficult and complex problemsProficient in use of Windows based computer software.Excellent organizational and planning skillsGood understanding of computer systems, mobile devices and other tech productsAbility to diagnose and resolve basic technical issuesProficiency in EnglishExcellent communication skillsDetail orientedPREFERRED SKILLS
At least 6 months experience in a similar roleA+ Certification and Network + Certification preferred but not requiredBasic understanding of legacy phone systems and VOIP
ADDITIONAL NOTES
Openness to working more than 40 hours on average and the ability to travel as needed
To ensure success as a help desk specialist, you should have advanced knowledge of computer software and hardware systems, excellent diagnostic skills, and high-level communication skills. A skilled help desk specialist provides fast and effective support over the phone and in person.
Duties & Responsibilities
Serve as the first point of contact for customers seeking technical assistance over the phone or emailPerform remote troubleshooting through diagnostic techniques and pertinent questionsDetermine the best solution based on the issue and details provided by customersWalk the customer through the problem-solving processDirect unresolved issues to the next level of support personnelProvide accurate information on IT products or servicesRecord events and problems and their resolution in logsFollow-up and update customer status and informationPass on any feedback or suggestions by customers to the appropriate internal teamIdentify and suggest possible improvements on proceduresTravel onsite to troubleshoot and install computer related hardwareProvides answers to clients by identifying problems, researching answers, and guiding clients through corrective steps.Improves client references by writing and maintaining documentation.Installation, configuration and troubleshooting of workstation PCs and other computer-related hardwareInstalling and maintaining any job-specific softwareMaintaining all printers/scanners and assisting in future projectsProvide help-desk support and resolve problems to user's satisfactionMaintain system configurations, utilities, software default settings, etc.Install, test and configure new workstations, peripheral equipment and softwareAssist with on-boarding of new users, assign users and computers to proper groupsDocument internal proceduresOther duties as assignedQualifications & Education Requirements
High School Diploma, GED, or equivalentAbility to solve difficult and complex problemsProficient in use of Windows based computer software.Excellent organizational and planning skillsGood understanding of computer systems, mobile devices and other tech productsAbility to diagnose and resolve basic technical issuesProficiency in EnglishExcellent communication skillsDetail orientedPREFERRED SKILLS
At least 6 months experience in a similar roleA+ Certification and Network + Certification preferred but not requiredBasic understanding of legacy phone systems and VOIP
ADDITIONAL NOTES
Openness to working more than 40 hours on average and the ability to travel as needed