IT Help Desk Technician at BelcanJob Description This role is both the frontline of internal customer technical support (Tier 1), as well as escalated support (Tier 2), resolving more difficult issues and escalating further, when needed.Benefits Medical / Health Benefits with multiple plan options, Flexible Spending Accounts, Dental and Vision401kOn the job training / cross-trainingLife Insurance, disability insurance, and voluntary life insurance for family members available.Accident and critical illness insurance optional.Scheduled performance reviewsReferral programResponsibilities Act as the first point of contact for internal customers via phone and Service NowUses Service Management solutions to log, assign and receive support tickets with descriptions of issues, progress and solutions and guides Tier 1 staff in best practice usageResolves problems with hardware (workstations, printers, mobile devices and servers) and software (Network Access, Microsoft Office, Business Systems, on-premises and online)Asks questions about the problem and explaining possible solutionsUses manual and automated diagnostic tools to identify problems and root causeUpdates knowledge base with prescriptive guidance for common problems to improve quality of Tier 0 customer self-serviceEscalates incidents and requests Tier 3 support when the problem is more complexArranges for a technician to visit the customer if a problem can't be solved over the phone or by emailDevelops and maintains knowledge of legacy, existing, and new PC hardware and software technologyParticipates actively in incident, problem, request and change management processes and their ongoing improvementFollows procedures for the installation, deployment and maintenance of workstation hardware and softwareExecutes corrective actions as prescribed by other technicians or per standard recovery proceduresQualifications High School Diploma required3+ years work experience in IT customer service role, able to demonstrate technology skillset in a customer service capacityProfessionally respond to calls, emails, chats and voicemails for customer supportTechnical writing proficiencyInnovative, team-oriented problem solverExcellent interpersonal, negotiation and communication (verbal and written) skillsExcellent organizational, time management and follow-through skillsAbility to manage multiple, competing prioritiesUnwavering commitment to providing customers with a high-quality experienceTroubleshooting and diagnostic / repair skills for PCs and componentsTroubleshooting and diagnostic / repair skills for peripheral equipment such as printers, document scanners, barcode scanners, handheld devices, and monitorsExperience using imaging and migration utilities such as SCCM, MDT, and USMTProficiency in Microsoft Office application usageExperience troubleshooting Mobile Device Operation Systems (iOS, Android)Experience troubleshooting Microsoft Desktop Operating Systems (Windows 10/7)Knowledge of networking fundamentalsMust be physically capable of lifting computers, monitors, printers, parts and supplies and sitting for extended periods of timeExperience troubleshooting MacOS clientsCompTia A+ / Server+ / Network+HDI Customer Help Desk AnalystMicrosoft Office SpecialistMTA / Microsoft Office SpecialistMCP / MCSA / MCSE / MCDSTITILServiceNowEqual Opportunity Employer Belcan is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.#J-18808-Ljbffr