IT Help Desk Technician Job at Compunnel Inc., Columbus, OH

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  • Compunnel Inc.
  • Columbus, OH

Job Description

12 months contract

Responsibilities include:

  • Demonstrate strong customer service skills to provide phone support, including:
  • Listening to the customer to gain an accurate understanding of the situation
  • Being empathetic to the customer’s situation and having a sense of urgency to resolve the issue
  • Producing accurate, detailed documentation at the client, problem, and incident level
  • Resolving conflict
  • Responsible for high-quality end-user technical support related to enterprise software and hardware
  • Handle assessment, triage, research, training/education, and resolution of incidents and requests regarding the use of application software products and/or infrastructure components in a fast-paced 24/7/365 environment
  • Provide after-hours and weekend support as needed under general oversight
  • Ensure attention to detail, follow-through, teamwork, and a positive attitude
  • Apply understanding of technology to support all existing systems
  • Support all aspects of client support and immediate computing needs while demonstrating professionalism and composure on the phone, via online chat, and in person
  • Create a positive customer support experience by:
  • Building rapport and trust with end users through a professional attitude and clear communication
  • Ensuring timely resolution or escalation with a sense of urgency and clear communication of status to end users
  • Work directly with internal end users to provide guidance, support, and sound communication principles, even in challenging situations
  • Investigate, diagnose, resolve, and recover hardware and software problems
  • Install, modify, clean up, run diagnostic programs, and repair computer hardware, peripherals, and software

Qualifications:

  • Excellent customer service skills
  • Excellent communication skills
  • 2-5 years of proven, related work experience in a comparable complex, high-tech, and fast-paced environment
  • Preferred: Work experience in a technical support role (not required)
  • Required Education: High school diploma or GED with relevant work experience
  • Ability to diagnose problems in a complex environment and provide effective solutions quickly
  • Self-motivated with the ability to work independently in a high-pressure environment
  • Willingness to work variable shifts, including evenings, weekends, and public holidays

Key Competencies:

  • High-quality end-user technical support for enterprise software and hardware
  • Strong understanding of technology with the ability to support existing systems
  • Investigation, diagnosis, resolution, and recovery for hardware and software issues
  • 2-5 years of proven, related work experience in a comparable complex, high-tech, fast-paced work environment

Job Tags

Holiday work, Contract work, Work experience placement, Immediate start, Shift work, Afternoon shift,

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