Help Desk Technician

IT Service Desk

• First point of contact for the users who call our IT Service Desk
• Answers incoming calls, self-service requests, emails, and chats
• Tracks all information in ticketing system
• Participates in knowledge management process to resolve tier 1 incidents and requests in a timely fashion and create new knowledge
• Escalates unresolved problem/issues/requests to the proper resolver group
• Troubleshoot basic end user issues on various software applications, hardware, network, and telecommunications systems and provide basic desktop support.
• Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software.
• Become familiar with Service Desk policies and processes.
• Become familiar with the Systems, Network, Core applications and each team in the IT Department.
• Other duties as assigned by the Service Desk Manager.

Desired Qualifications:

• 2+ years of experience in IT space, including 1+ years of experience in technical support/ helpdesk.
• Demonstrate a general knowledge of operating systems and application software to provide a high level support.
• Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.
• Ability to utilize the applications for Microsoft Office for support, reporting and documentation.
• Excellent oral and written communication skills.
• Ability to provide technical support over the phone; excellent phone skills, professional demeanor.
• Excellent problem-solving skills; ability to visualize a problem or situation and think abstractly to solve it.

Brooksource is an equal opportunity employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, lactation and related medical conditions), gender identity or gender expression, sexual orientation, marital status, military service and veteran status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances.

Benefits & Perks

Benefits & Perks: Brooksource offers competitive medical, dental, vision, Health Savings Account, Dependent Care FSA, and supplemental coverage with plans that can fit each employee’s needs. We offer a 401k plan that includes a company match and is fully vested after you become eligible, paid time off, sick time, and paid company holidays. We also offer an Employee Assistance Program (EAP) that provides services like virtual counseling, financial services, legal services, life coaching, etc.

Pay Disclaimer:

The pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.