The Jr. Support Technician is responsible for providing support, technical assistance, and maintenance to all computer systems and hardware. The role is also responsible for answering immediate technical questions and “how-to” queries, and directing advanced support issues to the Senior Helpdesk Support Agent or Helpdesk Supervisor.
Duties and Responsibilities
Customer service and technical support: responding to queries via chat, email, phone, or Helpdesk Portal; providing technical assistance for questions and problems; following up with end-users to ensure full resolution of issues; requesting feedback and/or monitoring calls and other methods of correspondence to improve training methods.
Troubleshooting systems and applications: communicating with users to determine the scope of their technical issues; troubleshooting and finding fixes for problems while relaying information to end-users, such as why the problem occurred and how to resolve; diagnosing the root cause of hardware and software issues or handing the problem off to the Sr. Helpdesk Support Agent.
Other duties: coaching end users on using new and existing software/hardware; log communications to keep a detailed record of all problems diagnosed and fixed; documenting and maintaining IT inventory; allocation of IT equipment.
Completion of a college diploma/certificate or bachelor’s degree
Trade Certifications are an asset
1-4 year’s experience in a technical support team role
Previous hands-on experience with IT support desk tools
Experience working in a team-oriented, collaborative environment
Experience working with computer hardware/software
Knowledge and Skills
Ability provide high-quality customer service
Excellent communication skills, including verbal and written communication
Ability to present ideas in user-friendly language to non-technical staff and end users
Strong analytical and critical thinking skills
Ability to effectively prioritize and execute tasks in a high-pressure environment
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