Helpdesk Technician

Tue, 31 Aug 2010 22:12:32 +0300

ROLE:

We seek a friendly, reliable, and highly-motivated individual with strong communication skills to support both the immediate and ongoing technology needs of the CustomInk team. As part of the Operations Technology team, you must be a positive and proactive problem-solver with the ability to think on your feet while providing excellent customer service.

RESPONSIBILITIES:

As a Helpdesk Technician, you will interact with company-wide team members on a daily basis to troubleshoot and resolve IT related hardware, software, telephone, Internet and network-related issues. This includes desktops and laptops, printers, data cabling, and other technology peripherals, as well as Windows OS (XP), MS Office 2007, MS Outlook, Adobe Illustrator, and more. You will manage issues via tickets in our helpdesk system to ensure issues are resolved promptly and tickets are cleared. You will also be responsible for regular IT maintenance activities, as well as moving equipment and assisting with Desktop Support projects. You must value customer satisfaction above all else, possess the ability and desire to master new and relevant information, and be able to effectively translate these into your daily responsibilities.

MEASURES OF SUCCESS:

The key measures of success for this position will be:

• Effectively handling and closing helpdesk tickets

• Overall team satisfaction working with the Helpdesk team

• Team member satisfaction with your specific helpdesk tickets

• Overall Helpdesk team satisfaction working with you

Over time, we will likely establish quantitative metrics and goals in each of these areas.

QUALIFICATIONS:

This position requires flexibility to work additional hours and be on-call when necessary, as well as the ability to lift over 60lbs. In addition, the ideal candidate will be strong in the following areas:

• Positive, customer-focused attitude

• Effective communication

• Problem-solving skills

• Hardware troubleshooting skills

• Software troubleshooting skills

• Ability to troubleshoot basic network and Internet issues

• At least one year of Help Desk, or other relevant experience

Additional qualifications are desired, but not required:

• Proficiency in Microsoft Excel including reading data from databases and websites

• Experience with MAC and/or LINUX

• Experience managing users via Active directory

• Related certifications (A+, MCP, Network+, etc.)

Salary Range:
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Helpdesk Technician