Help Desk Technician chez THE ARC OF THE OZARKS

Description

Definition

The Help Desk Technician – Information Technology serves as the first line of support for clients experiencing technical issues. This role is responsible for troubleshooting and resolving hardware, software, and network problems, creating and managing support tickets, and providing remote assistance to users. The technician should have basic knowledge of computers and networking, great customer service skills, ability to keep tickets accurate and a collaborative mindset. This position is essential in maintaining smooth day-to-day IT operations and escalating complex issues as needed. This position reports to the Information Technology Manager.  This position is an hourly, non-exempt position.

Essential Job Functions

• Serve as the initial point of contact for user support requests via phone, email, or remote tools
• Create and manage support tickets, ensuring accurate documentation of user interactions and technical issues
• Diagnose and troubleshoot technical problems, escalating complex issues to appropriate team members or the IT Manager when necessary
• Provide remote support to end users, delivering timely and effective solutions
• Maintain a current working knowledge of IT equipment, including printers, phones, and networking devices
• Communicate regularly with users to ensure issues are resolved and service expectations are met
• Deliver responsive, high-quality customer service with a professional and friendly demeanor
• Provide basic end-user training on workstation devices, applications, and system functionality
• Report any signs of client dissatisfaction to the IT Specialist or IT Manager for timely follow-up
• Ability to effectively communicate verbally and in writing
• Ability to demonstrate regular onsite work attendance
• Occasional travel within the state of Missouri may be necessary during business hours
• Must be a licensed and insured driver
• Must be able to bend, push, pull office equipment on an intermittent basis
• Perform other related duties and responsibilities as assigned by management

Qualifications

• Strong communication and interpersonal skills.
• Ability to troubleshoot hardware, software, and basic networking issues.
• Experience with help desk ticketing systems and remote support tools.
• Ability to manage multiple priorities in a fast-paced environment.
• Detail-oriented with strong organizational skills.
• Prior experience in a help desk or technical support role preferred.
• CompTIA A+ or Network+ Certifications, or equivalent experience is a plus.