Help Desk Technician
3250 W Big Beaver Rd #150, Troy, MI 48084
BizFlex IT is located in Troy, MI, we provide technology consulting to small and mid-sized businesses by offering a wide variety of services, from technology advice and planning to complex technical work. With our large network of resources and partners, we can handle almost any request our clients may have.
Providing front line technical support. Responsible for the daily support of site-specific network and workstation operating systems, workstation connectivity, and end-user applications. Responds to end user or management support requests, with the primary focus being customer service and the ability to help, regardless of whether the problem is technical, user error, or training. Responsible for thoroughly documenting all relevant information to the support request ticket in the Help Desk Database as well as for assisting with the documentation for troubleshooting support requests. This individual is typically an anchor for the team to utilize prior to escalating support request to a higher tier of support.
JOB DUTIES AND RESPONSIBILITIES
Daily support of site-specific network and workstation operating systems, workstation connectivity, workstation and peripheral hardware, and end-user applications.Responds to escalated support requests as well as end user support requests and resolves the requests in a timely, accurately, and professional manner.Escalates the support request to a higher Tier of support if the request cannot be resolved in a time frame that meets the end users needs. Listen, Understand, Communicate, and then Deliver Support to the end user.Continuously informs the end user and/or the Associate Engineer on the progress of the resolution.When instructed by IT or the Help Desk Manager, the Applications Analyst keeps end users informed of any major problems or scheduled down times as he/she provides support.Documents complete troubleshooting information.Keeps the Help Desk Manager and IT aware of end-user issues that appear to constitute a trend or common occurrence among users, whether IT staff or end users Maintains focus on the pulse of applications or hardware and makes recommendations for improvement to the Help Desk Manager and Client-Site Management Be a role model of productivity, efficiency, and maturity for help desk personnel.Educates team for existing and new and former technologies Assures consistency of solutions delivered by help desk staff Promptly complete assigned help desk tickets. Assist all clients with their questions about any of our supported software and computing platforms to the best of your ability.Work closely with our management team to ensure service tickets are properly managed.You will be expected to stay abreast of current news, system information, problems, changes and updates relevant to our user community.
Associates Degree, Bachelors recommended.
IT Help Desk support experience (application & hardware support)
3 years professional related experience.
Reliable transportation required.
Exemplary customer service, communication and troubleshooting skills.
Ability to adapt to an ever changing environment.
Ability to solve practical problems and deal with a variety of situations; ability to interpret a variety of instructions
.Deadline and solutions oriented with the ability to handle multiple competing priorities.
Excellent documentation skills.
Strong time-management skills to navigate busy and slower periods throughout the day.
Microsoft Office Support knowledgeTCP/IP, DNS, DHCP Knowledge RequiredKnowledge of Active Directory Required
Google Apps for Work Experience - Highly Recommended.