JANUS et Cie is currently seeking a Help Desk Technician in our IT Department. The Help Desk Technician is the first point of contact for employees seeking technical assistance by phone, e-mail or through the Help Desk ticketing system. The Help Desk Technician’s main task is to identify, diagnose and, where possible, resolve the technical issue or escalate the case to other IT members. The Help Desk Technician will answer queries on basic technical issues and offer advice and solutions where possible.

QUALIFICATIONS:

• AA or equivalent experience required
• Certification as IT Technician (e.g. CompTIA A+, Microsoft Certified IT Professional) will be an advantage
• Knowledge of Microsoft user administrator (AD, AD Azure), Office 365 and Windows and Mac OS are a must. Familiarity with Microsoft Dynamics and CRM is helpful but not critical.
• Excellent written and verbal communication skills
• Willingness to work a flexible schedule, including overtime, evenings, and weekends as needed
• Great interpersonal skills and ability to work cooperatively and jointly to provide quality service to internal customers.
• Focus on customer service
• Proven experience as a help desk technician or other customer support role
• Good understanding of computer systems, mobile devices and other tech products
• Effective time management skills
• Ability to maintain confidentiality of Company information and exercise good judgment

• Serve as the first point of contact for customers seeking technical assistance over the phone or email
• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Provide excellent internal customer support via telephone and e-mail.
• Respond to help desk tickets submitted by customers seeking help; direct unresolved issues to the next level of support personnel
• Query customers to determine the nature of problems; walk the customer through the problem-solving processes
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Install, modify, and repair computer hardware, peripherals, and software as needed
• Act as liaison between customer and external hardware service providers (on site repairs, managed print services) as needed
• Follow up with customers to ensure issues have been resolved.
• Gain feedback from customers about computer usage.
• Document procedures as needed