Help Desk Technician

POSITION TITLE: IT Help Desk TechnicianREPORTING RELATIONSHIP: IT ManagerPAY STRUCTURE: SalaryPURPOSE OF THIS POSITION: Provide excellent 1 st level support for all users utilizing the tools and technologies availableBackground PreferredProven experience with Customer support and interaction with different technology platforms and personal contactTech savvy with working knowledge of Microsoft Office products.Good understanding of computer systems, mobile devices and other technology products.Ability to diagnose and resolve basic technical issues.Excellent communication and documentation skillsPeople-oriented and even-tempered Self-Driven and works efficiently with limited directionAmbition for learning and expansion of skillsetDuties And ResponsibilitiesServe as the first point of contact for users seeking technical assistance over all platforms of communication.Assist with new employee onboarding/offboarding, changes, and/or moves.Perform remote troubleshooting through diagnostic techniques and pertinent questions.Determine the best course of action based on the issue and details provided by users.Patiently instruct the user through the problem-solving process.Escalate unresolved issues to the next level of appropriate support personnel.Create accurate documentation on provided IT products or services.Record detailed notes of incident communications and their resolutions.Constant attention to continuous improvement ideas.Travel approximately 15%