Helpdesk Technician I

Helpdesk Technician I
US - IA - Davenport

Job Responsibilities:

  • Provide exceptional and professional end-user support via telephone, email or chat
  • Provide restorative or maintenance actions to resolve end-user problems
  • Respond to end-user problems based on standard procedures
  • Ensure systems are configured properly
  • Act as a resource for more complex end-user issues
  • Track incidents and calls, including but not limited to entering data into the database timely and accurately
  • Handle multiple clients, as required
  • Actively Search out solutions to resolve as many incidents first tier
  • Actively utilize, update and maintain knowledge base

Skills, Licenses, Knowledge, Education and Training Requirements:

  • High school diploma or equivalent
  • Relevant experience as a plus
  • Excellent customer service and Verbal/Written Communication  skills
  • Knowledge of Smart Phone operations (Android/iPhone) and Cell services
  • Solid foundation of Personal Computer experience
  • Troubleshooting capability
  • Takes ownership of tasks and focuses on First Tier Resolution.
  • Overall knowledge of desktop productivity products
  • Mac Experience a Plus
  • Ability to work in a team environment
  • Proven ability to remain flexible in a changing environment
  • Attendance and schedule adherence are requirements of this position
  • May require additional project-specific training

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