IT Help Desk Technician

Job Summary

As a Help Desk Technician, you will play a crucial role in ensuring the efficient operation of Peckham's IT systems by assisting end-users with technical issues, troubleshooting problems, and providing timely solutions. This role involves responding to user inquiries, diagnosing, and resolving hardware and software problems, and maintaining documentation of support requests. As an IT Help Desk Technician, you will often work in a fast-paced environment, collaborating with other IT professionals to ensure a seamless and productive user experience.

Essential Functions: Committed to serve. Provide a friendly, quick, and helpful first point of contact for end users through our helpdesk via phone, email, and computer chat. Communicate to the end-user the status of their ticket every step of the way, notify them of any changes or outages related to their issue. Provide the client with remote troubleshooting and remote/onsite hardware maintenance and support. Mastery. Use our ticketing system to work on and resolve helpdesk tickets & service requests while effectively documenting end-user interactions, steps taken, and results. Manage and record all work through our ticketing system, making sure that documentation is well-maintained and follow up with customers to ensure issues are resolved. Master tier 1 level incidents and show ability to resolve tier 2 level incidents. Measurement. Establish Key Performance Indicators and maintain First Call Resolution >90%, Customer Satisfaction >90%, Mean time to respond >85%, and minimizing repeat incidents.Results matter. Follow the schedule provided by the Senior Service Delivery Manager. Follow Standard Operating Procedures (SOPs) for daily/weekly recurring tasks. Submit timesheets & expense reports as indicated on their SOPs.Ownership and Caring. Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting. Escalate issues to the next tier with the next level of difficulty.Dedication. Assist with delivering projects on-site or remotely when needed. Provide knowledgebase articles for technical team and users. Innovation. Follow all our security procedures and keep a vigilant eye on security issues by identifying, communicating, and mitigating potential risks to the Service Delivery Manager. Identify opportunities for improvement and make constructive suggestions for change. Loyalty. Act as local resource for Automation and Infrastructure problems.