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IT Help Desk Technician
$31,200 - $47,840/Yr
United It Solutions - Scottsdale, AZ
posted about 2 months ago
Full-time - Entry Level
Scottsdale, AZ
Professional, Scientific, and Technical Services
About the position
The IT Help Desk Technician serves as the first point of contact for end users seeking technical assistance. This role involves troubleshooting issues remotely, determining solutions, guiding customers through problem-solving steps, and maintaining documentation of events and resolutions. The technician will also relay customer feedback to internal teams and suggest process improvements.
Responsibilities
- Serve as the initial point of contact for end users seeking technical assistance via phone, email, or chat.
- Perform remote troubleshooting using diagnostic techniques and relevant questions.
- Analyze issues and determine the best solution based on customer details.
- Guide customers through problem-solving steps.
- Escalate unresolved issues to the appropriate support level.
- Maintain accurate logs of events, problems, and resolutions.
- Relay customer feedback or suggestions to internal teams.
- Identify process improvements and suggest enhancements.
Requirements
- 2+ years in a help desk or customer support role.
- Understanding of computer systems, mobile devices, and software applications.
- Knowledge of ITIL fundamentals (ITIL Foundations preferred).
- Excellent communication skills in English.
- Customer-oriented and patient.
Nice-to-haves
- BSc/BA in Computer Science or a relevant field.
