Help Desk Technician I - The Judge Group : Job Details

Overview

The Help Desk serves as the first point of contact for all users experiencing issues with Judge-controlled technology. Users can initiate interaction via phone, in person, or through various digital channels.

Technicians are expected to kindly attempt to resolve issues, or if necessary, document and escalate to higher-level technical staff.

Responsibilities

* Answer incoming helpdesk calls in a friendly manner.

* Respond to inbound Service Desk Plus tickets following departmental standards.

* Document SDP tickets according to departmental standards.

* Troubleshoot, diagnose, and resolve hardware/software and connectivity issues.

* Provide excellent customer service.

* Document issues when escalating to higher-tier support.

* Follow up on lingering incidents.

* Configure and maintain all company-owned endpoint devices.

* Conduct IT-related actions securely and professionally.

* Purchase, ship, and receive IT-related equipment.

* Maintain a clean and orderly IT workspace.

* Perform other duties as appropriate to skill level.

Qualifications

* Education: High School Diploma or GED required; Bachelor's degree preferred.

* Experience: Previous experience in a help desk or technical support role is a plus.

* Technical Skills: Proficiency in troubleshooting hardware and software issues, familiarity with remote support tools, and knowledge of network fundamentals.

* Customer Service Skills: Strong communication skills, patience, and the ability to interact with users in a friendly and professional manner

* Problem-Solving Skills: Ability to diagnose issues effectively and escalate when necessary.

* Multitasking: Ability to handle multiple requests simultaneously and prioritize tasks efficiently.

* Security Awareness: Understanding of basic IT security principles and best practices