IT Support Technician
Summary
First-line IT Support Technician providing help-desk support to Everidge users by phone, email, chat, and in person — managing tickets, handling password resets and account management, and troubleshooting hardware, software, and network issues. Also documents solutions in a knowledge base and escalates complex issues to higher-level support.
Are you the go-to tech whiz among your friends and family? Do you enjoy unraveling technical puzzles and making technology work seamlessly for others? Join our team as an IT Support Technician and embark on a rewarding journey of providing vital technical support to our valued users. Your expertise will be at the heart of ensuring our users have a trouble-free experience with our IT systems and services.
KEY RESPONSIBILITIES and TASKS:
- Be the friendly face and voice of our support team, offering timely and empathetic help to our users through phone, email, chat, or in-person interactions.
- Master the art of managing support tickets, ensuring efficient tracking, task prioritization, and timely resolution, all while keeping meticulous records.
- Assist users with password resets and account management while maintaining the highest security standards.
- Dive headfirst into technical challenges, diagnosing and resolving hardware, software, and network issues to keep our users up and running smoothly.
- Offer training and guidance to our users on how to use software and hardware efficiently.
- Contribute to our knowledge base by documenting common issues, crafting helpful troubleshooting guides, and sharing solutions, empowering our users to help themselves when needed.
- Escalate complex or unresolved issues to higher-level support or development.
- Develop a deep understanding of the Everidge IT systems and services to provide accurate information and assistance to users.