IT Helpdesk Technician
Chicago
Job Description Job Description We are looking for a competent IT Helpdesk Technician to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them.
An excellent IT Helpdesk Technician must have a 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 difficult customers.
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 in person, over the phone or email
Perform troubleshooting through diagnostic techniques and pertinent questions both in person and remotely.
Determine the best solution based on the issue and details provided by customers
Walk the customer through the problem-solving process
Direct unresolved issues to the next level of support personnel
Provide accurate information on IT products or services
Record events and problems and their resolution in logs and tickets
Follow-up and update customer status and information
Pass on any feedback or suggestions from customers to the appropriate internal team
Identify and suggest possible improvements on procedures
Requirements
Proven experience as a help desk technician or other customer support role
Tech savvy with working knowledge of office automation products, databases and remote control
Good understanding of computer systems, mobile devices and other tech products
Ability to diagnose and resolve basic technical issues
Proficiency in English
Excellent communication skills
Customer-oriented and cool-tempered