IT Help Desk Technician - Entry Level – Amazon Store

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This position offers an excellent opportunity for individuals seeking to begin their career in the IT industry, with exposure to a wide range of technologies and client environments.Key Responsibilities: Customer Support: Provide exceptional customer service and technical support to clients via phone, email, or remote assistance tools. Incident Management: Log, track, and manage incoming support requests using ticketing systems, ensuring timely resolution and appropriate documentation. Troubleshooting: Diagnose and resolve hardware, software, and network-related issues for end-users, following established procedures and best practices. Escalation: Escalate complex or unresolved issues to senior technicians or appropriate internal teams while ensuring smooth communication with clients. Client Communication: Keep clients informed about the status of their support requests and ensure timely updates throughout the problem-solving process. Basic System Administration: Assist in managing user accounts, permissions, and access levels as required. Software Installation and Updates: Assist with the installation, configuration, and updates of software applications on client systems. Hardware Maintenance: Assist in hardware deployment, replacement, and maintenance activities. Documentation: Create and maintain accurate records, documentation, and knowledge base articles for frequently encountered issues and solutions. Proactive Monitoring: Participate in monitoring systems and networks to identify potential issues and escalate them before they become critical problems. Learning and Development: Stay updated with the latest industry trends, technologies, and certifications relevant to the role. Required Skills and Qualifications: Educational Background: High school diploma or equivalent. Relevant certifications or degrees in IT or related fields will be advantageous. Technical Knowledge: Basic understanding of computer hardware, operating systems (Windows, macOS), and common software applications. Communication: Excellent verbal and written communication skills, with the ability to communicate technical concepts clearly and concisely. Problem-Solving: Strong analytical and problem-solving skills to diagnose and resolve technical issues efficiently. Customer Service: Demonstrated ability to provide exceptional customer service and handle client inquiries in a professional and friendly manner. Team Player: Willingness to collaborate with team members, receive feedback, and contribute to a positive team environment. Time Management: Ability to prioritize tasks effectively and manage time efficiently to meet service level agreements (SLAs). Adaptability: Willingness to learn and adapt to new technologies and procedures in a fast-paced environment. Certifications: Industry certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or similar will be considered a plus. Powered by JazzHR