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IT Help Desk Technicians

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Geneva, IL
Job Type
Dec 29, 2017
Job ID
The IT Help Desk Technician is responsible for providing fast and useful technical assistance on computer systems, answer queries on basic technical issues and offer advice to solve them. Demonstrate strong technical knowledge and the ability to communicate effectively to understand the problem and explain its solution.
Essential Job Functions
Serve as the first point of contact for customers seeking technical assistance over the phone or email
Perform remote troubleshooting through diagnostic techniques and pertinent questions
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
Follow-up and update customer status and information
Pass on any feedback or suggestions by customers to the appropriate internal team
Identify and suggest possible improvements on procedures
Minimum Qualification 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
BS/BA in IT, Computer Science or relevant field
Valid Driver’s License