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Our client is looking to hire an IT Help Tech who will be able to...   

• Serve as the first point of contact for customers seeking technical assistance over the phone, email, chat, & Ticketing system. 
• Actively listening to determine the real problem the customer is facing to ensure complete resolution of the issue to prevent customers from having to call back. 
• Adept at conflict management, especially in real-time. Since many customers call in upset, help desk agents should be able to calm them down easily. 
• Always on the phone with customers, so excellent verbal and written communication is critical. 
• Take ownership of each issue assigned and effectively bring it to resolution or escalation. 
• Assist customers with basic program setup and administrative issues. 
• Effectively troubleshoot, resolve, and properly document support calls and cases. 
• Assist in documenting solutions for our Knowledgebase for training and information purposes. 
• Maintain detailed records of daily interactions with customers, installation activities, reported issues, and completed solutions along with any further actions required of management or repair personnel. 
• Performs work during emergency/disaster situations. 
• Monitor the Help Desk email and create tickets in the ticketing system from received emails. 
• Create incident tickets in the ticketing system while on the phone with the customer. 
• Password resets within Active Directory. 
• Adding printers to users' print profiles. 
• Resetting application sessions.

Qualifications: