Help Desk Technician

We are looking for a competent Help Desk Technician to provide fast and useful technical assistance on our Windows and Mac-based computer systems.

The Help Desk Technician must have good technical knowledge of desktop and laptop computers with both Windows and Macintosh Operating Systems on them and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with different situations and internal employees, as well as, from time-to-time, external customers as needed.

Responsibilities
• Serve as the first point of contact for employees seeking 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 by customers
• Walk the customer 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 customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures
Experience, Skills and Attributes for Success:
• 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
• Microsoft Windows Operating System knowledge, XP, 7, 10
• Microsoft Active Directory/Domain knowledge
• Microsoft Office 365 knowledge
• Apple Mac OS X Operating system knowledge
• Printer Support on a LAN
• Understanding of LAN technology, Wi-Fi, Ethernet
• Understanding and experience with McAfee or other mid-sized Virus/Malware program and protection
• Excellent communication skills
• Customer-oriented and cool-tempered

Education:
• BSc/BA in IT, Computer Science or relevant field
• Microsoft Certifications a plus but not required – relevant experience in place of certification depending on experience

Email resume, cover letter stating salary requirements to careers@napco.com

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