Help Desk Technician I
| Company | Integrity |
|---|---|
| Location | Fort Wayne, IN, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Associate’s |
| Experience Level | Entry Level/New Grad, Junior |
Requirements
- Strong customer service with excellent communication and listening skills
- Ability to explain technical concepts in user-friendly language
- Teamwork and collaboration skills, especially in a fast-paced environment
- Attention to detail and ability to follow established procedures
- Eagerness to learn and adapt to new technologies and processes
- Associates degree and 0-2 years of related experience
- Basic troubleshooting and technical support experience
Responsibilities
- Serve as the initial point of contact for users via phone, email, chat, or in-person for all IT-related issues and requests
- Accurately log and track incidents and service requests in the IT ticketing system
- Troubleshoot and resolve routine technical issues, such as password resets, account unlocks, software installations, and basic hardware or application problems
- Provide guidance on common application usage and answer ‘how-to’ questions
- Escalate unresolved or complex issues to higher support according to defined procedures
- Communicate status updates and resolution information to end-users in a clear, professional manner
- Assist with proactive maintenance tasks, such as ensuring security patches and updates are applied to client devices
- Gather detailed information and documentation (including screenshots) to support escalation and troubleshooting
- Maintain a high level of customer service, empathy, and professionalism in all interactions
Preferred Qualifications
- Experience with common operating systems, productivity software, and user management tools is a plus.