We are looking for a customer service-oriented Help Desk Technician I to provide technical support to users in an efficient and accurate manner. You will be considered as the firm's front liner and you will solve basic technical problems and provide support for all assigned areas. The goal is to make sure that customer value is maintained to the standards set forth by the Punch Studio. In this role, the Senior Help Desk Technician I will assist in providing technical support for 200+ employees, including a portion who are on a hybrid schedule as well as several employees working remotely. Under the direction of the Information Technology Manager, the Help Desk Technician I will troubleshoot, diagnose, and resolve problems related to computer hardware, software, mobile devices, printers, network issues, and other technology tools and products. Working in a team environment, this role will provide end-users first-level troubleshooting support for a variety of technical computing support issues while ensuring the highest-level customer service.

Essential Job Functions:

Develop, track, report, and improve agreed-upon Service Legal Agreements (SLAs) with department leads
Lead initial problem resolution to resolve end-user issues/requests
Identify improvements, training, skill advancements, and discipline
Identify and address the automation needs in the IT service delivery and end-user onboarding/offboarding process
Provide training, advice, and support to the organization to facilitate the use of information technology and promote awareness of the compliance policy, including security and appropriate use of assets
Build and maintain the IT support knowledge base internally for department reference and public user reference
Analyze and evaluate existing Helpdesk best practices and procedures and make recommendations to management for improvement
Interact with end-users to facilitate and promote the effective use of information technology within the guidelines of the company
Track and maintain IT equipment while overseeing the onboarding and offboarding processes for employees, ensuring they have the necessary access and resources

Requirements

An AA or Bachelor's degree in Information Systems or industry-related certificates is preferred but not required
Must have at least (1) year working in an on-premise (on-prem) worksite
One (1) to two (2) years of experience in a Help Desk or Desktop Support role
Strong verbal and written communication skills with the ability to adapt communication according to the target audience
Possess high-quality customer service skills with a keen ability to diffuse situations as needed
Skilled in the use and troubleshooting of Microsoft Office and Adobe Creative software
Proven analytical ability, problem-solving skills, and data-driven decision-making capability
Ability to navigate through complex/conflicting priorities
A dedication to customer service that will permeate the entire organization
A dependable team player with strong integrity, a sense of urgency, accountable, results-driven, and self-motivated

COMPENSATION: $24 to $26 per hour

Benefits

Competitive compensation
Paid Holidays and PTO
Benefits plan including medical, dental, and vision
401k and profit sharing

Punch Studio

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Help Desk Technician I