Location: Naugatuck,CT, USA
We are looking for an IT Helpdesk Technician to provide fast and useful technical assistance on computer systems for end-users for a growing international organization. The proper candidate will prioritize customer service, demonstrate attention to detail, and be able to work in a team environment. They will have excellent written and verbal communication skills and be able to do so well when under pressure.
Essential Duties & Responsibilities:
* Serving as the first point of contact for end-users seeking technical assistance over the phone, by email, or in person
* Performing troubleshooting through diagnostic techniques and pertinent questions
* Determining the best solution based on the issue and details provided by end-users
* Walk the end-users through the problem-solving process
* Direct unresolved issues to the next level of support personnel
* Provide accurate information on IT products or services
* Record events and problems and their resolution in ticket logs
* Follow-up and update end-user status and information
* Monitor IT assets for potential issues and report to proper internal teams
* Pass on any feedback or suggestions by end-users to the appropriate internal team
* Maintain technical documentation on installation of software, the configuration of hardware, and problem troubleshooting
* Maintain inventory of IT assets
* Identify and suggest possible improvements to procedures