Help Desk Technician

Who you are

You are a customer-focused individual with a strong desire to help others. As a Help Desk Technician, you understand the importance of providing timely and effective technical support to ensure that end-users can perform their tasks without interruption. You possess excellent communication skills, allowing you to explain technical concepts in a way that is easy for non-technical users to understand. You are patient and empathetic, always striving to resolve issues efficiently while maintaining a positive attitude.

You have a foundational understanding of computer systems, software applications, and networking principles. While you may be at the entry-level of your career, you are eager to learn and grow in the IT field. You are comfortable using various support tools and ticketing systems to track and manage user requests. You are also adaptable, able to handle a variety of technical issues that may arise in a fast-paced environment.

Desirable

Experience with common operating systems such as Windows and macOS is a plus. Familiarity with troubleshooting hardware issues, such as printers and peripherals, will help you excel in this role. Any prior experience in a customer service or technical support position, even if informal, will be beneficial as you navigate user interactions.

What you'll do

In this role, you will serve as the first point of contact for end-users experiencing technical issues. You will respond to and resolve tier-1 and tier-2 support requests via phone, email, and a ticketing system. Your responsibilities will include troubleshooting hardware, software, and network issues, ensuring that users can maintain productivity throughout their workday. You will document all interactions and resolutions in the ticketing system to help build a knowledge base for future reference.

You will collaborate with other IT team members to escalate more complex issues when necessary, ensuring that all user concerns are addressed promptly. Your role will also involve educating users on best practices for using technology effectively, helping to minimize future support requests. You will participate in ongoing training and development opportunities to enhance your technical skills and knowledge of the company's systems and processes.

What we offer

Crexi provides a supportive work environment where you can develop your skills and grow your career in IT support. You will have access to training resources and mentorship from experienced team members. The company values innovation and encourages employees to contribute ideas that can improve processes and enhance user experiences. You will be part of a dynamic team that is dedicated to delivering exceptional service to all users, making a meaningful impact on the organization as a whole.