Help Desk Technician

Entre Computer Services • Pittsford, New York, United States • 3d ago

Entre Computer Services is Rochester's leading provider in technology services including Managed Services, IT Infrastructure Engineering & Architecture, Application Development, Hardware & Software Sales, and IT Outsourcing & Recruiting. Entre has been headquartered in Rochester, NY since 1984, and serves organizations both regionally and nationally. Entre is a family-oriented organization that provides great flexibility in professional growth, offers resources for individual success in a team environment, and recognizes the importance of work-life balance.

Entre Computer Services is currently hiring a Help Desk Technician for our client in Rochester, NY. This position is contract to hire.

Ideal candidates can expect the following responsibilities and will have some or all of the qualifications listed.

Responsibilities

Serve as the first point of contact for technical assistance over the phone or email.
Perform remote troubleshooting through diagnostic techniques and pertinent questions.
Determine the best solution based on the issue and details provided.
Walk employees 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 logs.
Follow-up and update ticket status and information.
Identify and suggest possible improvements on procedures.

Qualifications

Proven experience as a help desk technician or other customer support role.
Tech savvy with working knowledge of office automation products, databases and remote control.
Good understanding of computer systems, mobile devices and other tech products.
Ability to diagnose and resolve basic technical issues.
Proficiency in English.
Excellent communication skills.
Customer Service mindset.