Epworth Children's Home
IT Technician
Epworth Children's Home, Columbia, South Carolina, us, 29228
Summary :
The Helpdesk Technician serves as the initial point of contact for end-users experiencing technical difficulties. This role is vital in maintaining high levels of customer satisfaction by ensuring IT issues are resolved promptly and efficiently.
Primary Performance Objectives :
• Provide efficient first-line technical support to end-users across software, hardware, and network-related issues.• Manage helpdesk tickets effectively to ensure timely resolution and maintain accurate records of support activities.• Ensure all end-user devices are set up, configured, and maintained in compliance with company policies and licensing agreements.• Maintain a positive and professional attitude to ensure a high level of customer satisfaction.
Job Task Summary :
• User Support: Offer first-line support to end-users via phone, email, or in-person.• Diagnostics & Troubleshooting: Diagnose and resolve issues related to desktops, laptops, printers, and mobile devices using various diagnostic techniques.• Ticket Management: Utilize the company's ticketing system to manage helpdesk tickets, ensuring timely resolution and thorough documentation.• Software Installation: Install, configure, and update software applications on end-user devices, ensuring compliance with licensing agreements.• Hardware Setup: Assist in setting up and configuring new hardware, including computers, monitors, and peripherals.• User Training: Provide basic training to end-users on software applications, IT best practices, and company policies.• Escalation: Escalate complex technical issues to the IT Administrator or senior staff when necessary.• Documentation: Maintain accurate records of support activities and update technical documentation and service catalogs as needed.• Customer Service: Ensure high levels of customer satisfaction by maintaining a positive and professional demeanor when interacting with end-users.• Mobility: Travel to satellite sites as needed to provide on-site support.
Qualifications :
• Associate's degree in information technology, Computer Science, or a related field (or equivalent experience).• 1-2 years of experience in an IT support role.• Strong knowledge of Windows and Mac operating systems.
Personal Attributes and Skills :
• Excellent critical thinking and problem-solving skills with the ability to troubleshoot and resolve technical issues efficiently.• Strong communication skills with the ability to convey technical information to non-technical users clearly.• High level of customer service orientation with a professional and positive attitude.• Ability to work independently and as part of a team.• Willingness to travel to satellite sites as needed.
The Helpdesk Technician serves as the initial point of contact for end-users experiencing technical difficulties. This role is vital in maintaining high levels of customer satisfaction by ensuring IT issues are resolved promptly and efficiently.
Primary Performance Objectives :
• Provide efficient first-line technical support to end-users across software, hardware, and network-related issues.• Manage helpdesk tickets effectively to ensure timely resolution and maintain accurate records of support activities.• Ensure all end-user devices are set up, configured, and maintained in compliance with company policies and licensing agreements.• Maintain a positive and professional attitude to ensure a high level of customer satisfaction.
Job Task Summary :
• User Support: Offer first-line support to end-users via phone, email, or in-person.• Diagnostics & Troubleshooting: Diagnose and resolve issues related to desktops, laptops, printers, and mobile devices using various diagnostic techniques.• Ticket Management: Utilize the company's ticketing system to manage helpdesk tickets, ensuring timely resolution and thorough documentation.• Software Installation: Install, configure, and update software applications on end-user devices, ensuring compliance with licensing agreements.• Hardware Setup: Assist in setting up and configuring new hardware, including computers, monitors, and peripherals.• User Training: Provide basic training to end-users on software applications, IT best practices, and company policies.• Escalation: Escalate complex technical issues to the IT Administrator or senior staff when necessary.• Documentation: Maintain accurate records of support activities and update technical documentation and service catalogs as needed.• Customer Service: Ensure high levels of customer satisfaction by maintaining a positive and professional demeanor when interacting with end-users.• Mobility: Travel to satellite sites as needed to provide on-site support.
Qualifications :
• Associate's degree in information technology, Computer Science, or a related field (or equivalent experience).• 1-2 years of experience in an IT support role.• Strong knowledge of Windows and Mac operating systems.
Personal Attributes and Skills :
• Excellent critical thinking and problem-solving skills with the ability to troubleshoot and resolve technical issues efficiently.• Strong communication skills with the ability to convey technical information to non-technical users clearly.• High level of customer service orientation with a professional and positive attitude.• Ability to work independently and as part of a team.• Willingness to travel to satellite sites as needed.