End User Tech Support Technician Job at Genesys Impact
Genesys Impact Washington, DC 20001
Genesys Impact is looking for an End User Tech Support Technician to provide technical assistance on computer systems. You will answer queries on fundamental technical issues and provide guidance to solve them.
An excellent Help desk technician must have good technical knowledge and communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient in dealing with demanding customers.
The goal is to create value for clients that will help preserve the company’s reputation and business. The ideal candidate for this position will be dynamic and willing to learn new technologies.
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 to procedures
Requirements
- Proven experience as a help desk technician
- Tech-savvy with working knowledge of office automation products, basic networking, and remote control
- Good understanding of computer systems, mobile devices, and other tech products
- Ability to diagnose and resolve fundamental technical issues
- Excellent research skills
- Excellent communication skills
- Customer-oriented and cool-tempered
- BS in IT, Computer Science, or equivalent experience Preferred
- A+ certification is highly desired but not required
Job Type: Full-time
Pay: $21.00 - $23.00 per hour
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Tuition reimbursement
- Vision insurance
Schedule:
- Monday to Friday
Supplemental pay types:
- Bonus pay
Work Location: Hybrid remote in Washington, DC 20001
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