IT Support Technician 2
Yesterday
Description
• Responsible for being the first point of contact for users seeking assistance with IT Helpdesk issues via phone, email, or Slack. • Resolve user-reported issues effectively while collaborating with higher-level support for more complex problems. • Escalate complex issues to senior staff as necessary. • Troubleshoot software issues effectively to ensure prompt resolution. • Recognize phishing attempts and give appropriate reports. • Prioritize incoming issues based on urgency and impact on users. • Maintain accurate communication through our Jira ticketing system. • Basic documentation tasks of new processes and procedures. • Assisting with new hire orientation and onboarding process.
Requirements
• BA/BS degree in Technology, Engineering or similar, is preferred. • 1 - 2 years of experience in IT Support or customer service roles. • Proficient in troubleshooting software issues. • Ability to recognize phishing attempts and enforce security protocols. • Skill in prioritizing issues based on urgency and user needs. • Demonstrate patience and active listening abilities. • Strong written and verbal communication skills related to ticketing systems. • Work closely with higher-level support staff to address escalated issues. • Familiarity with helpdesk software and systems.
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