Help Desk Technician

The Help Desk Technician at The Willows Communications is responsible for providing exceptional technical support to internal staff and customers. This role involves troubleshooting hardware and software issues, ensuring efficient operation of IT systems, and delivering timely solutions to enhance user experience.

Responsibilities

• Responds to user inquiries and issues related to IT systems, providing first-level support via phone, email, and in-person.

• Diagnoses and resolves hardware, software, and networking issues for end-users in a timely manner.

• Maintains detailed documentation of all support requests, resolutions, and technical procedures.

• Assists with the setup, configuration, and installation of computers, peripherals, and software applications.

• Monitors IT systems and alerts for any malfunctions or issues, taking proactive measures to prevent disruptions.

• Participates in the creation and maintenance of user guides and training materials to assist staff in using technology effectively.

• Collaborates with IT team members on complex issues and projects, ensuring effective communication and project completion.

• Stays updated on new technologies and industry trends to provide informed assistance and recommendations.

Contributes to a user-friendly IT environment, ensuring all staff can leverage technology to perform their roles effectively.

Requirements

• Associate's Degree in Information Technology, Computer Science, or a related field; relevant experience may substitute for formal education.
• Minimum of 2 years of experience in a help desk or technical support role.
• Strong knowledge of computer hardware, software applications, and networking principles.

QUALIFICATIONS:

• Excellent problem-solving and analytical skills, with a user-focused mentality.
• Exceptional verbal and written communication skills for effective interaction with diverse users.
• Ability to manage multiple tasks and prioritize effectively in a dynamic environment.
• Proficiency in help desk software and Microsoft Office Suite.
• Patience and empathy when dealing with users experiencing technical issues.
• Certifications such as CompTIA A+, ITIL, or equivalent are advantageous.
• Willingness to learn and adapt to new technologies as they are introduced.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Family Leave (Maternity, Paternity)
• Training & Development