Job Description

MaconIT is looking for a candidate for a Help Desk Coordinator role in Richmond, VA

Looking for a Help desk technician to provide fast and useful technical assistance to staff located across the state of Virginia. You will answer queries on basic technical issues and offer advice to solve them.

My ideal candidate for the Help desk technician position(s) must have good technical knowledge 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 difficult customers. 

Responsibilities:

- Serve as the first point of contact for customers 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

Requirements:

- 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 software

- Good understanding of computer systems, mobile devices and other tech products

- Ability to diagnose and resolve basic technical issues

- Proficiency in English

- Excellent communication skills

- Customer-oriented and cool-tempered

- BSc/BA in IT, Computer Science, or relevant field is preferred