IT Helpdesk Consultant

A Help Desk Consultant is responsible for handling calls, emails and chats from potential and current customers regarding technical issues. The position requires someone who can combine excellent customer service skills and exceptional technical ability.

• Provide quality technical support services and customer service on a consistent basis.
• Troubleshoot a variety of computer, peripheral, networking or related software and hardware issues remotely.
• Provide and apply accurate and efficient technical and practical solutions to solve customer issues
• Document detailed and accurate technical notes regarding each customer issue and steps taken to resolve it throughout the customer contact; ensuring completion before ending the contact.
• Consistently meet and exceed goals and service levels for customer service, technical quality, first call resolution, efficiency, and sales
• Understand the needs of business customers and have a proper understanding of business IT environments such as server and networking knowledge.
• Computer Networking. Wired, Wireless, Knowledge of routing, DHCP, DNS, TCP / IP
• Operating systems. Microsoft Windows 7 & 10. Mobile and tablet operating systems such as Android and iOS.
• VOIP Phone Systems
• Knowledge of Malware removal processes
• Ability to properly install, configure and troubleshoot issues with peripherals such as printers, scanners, and webcams
• Knowledge of Apple Hardware and Mac OS 10.x is preferred
• Excellent verbal and written communication skills
• Ability to continually learn, be trained and accept constructive feedback
• Detailed and goal oriented
• Ability to handle a consistent volume of calls, emails, chats, and in person.
• Ability to keep efficient and organized while handling multiple tasks or multiple customers at the same time
• High school diploma or GED. Completed technical school or coursework, Associates Degree or Bachelor's Degree in Computer, Networking or IT related area preferred.
• A+, Network +, MCSE certifications are a plus