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Helpdesk Technician I

  • Ensure the highest levels of customer service in a collaborative environment with a keen focus on helping people resolve issues and problems as the first point of contact at the Helpdesk 

  • Troubleshoot, or escalate issues as necessary, in a timely manner while communicating clearly and proactively throughout the customer experience until resolved

  • Provide support for desktop and mobile devices as well as application system environments locally at the Helpdesk or remotely, if needed

  • Utilize excellent customer service skills and ensure proper recording, documentation, and closure of trouble tickets as you expand your knowledge of Helpdesk procedures, products, and services

  • Observe and comply with Facebook policy and procedures in compliance with organizational aims and objectives

  • Work proficiently with minimal daily guidance

  • Respond to open Task notifications in backlog and accurately triage and escalate employee requests to second-level support when necessary

  • Move around campus as needed

  • Day-to-day

    • Sets the standard for attendance and punctuality on our team

    • Arrives each day fully prepared to tackle job responsibilities

    • Views reliability as a crucial competency of career development

    • Moves around offices as required to support Helpdesk traffic

    • Demonstrates a greater willingness to perform shift based work and overtime as the business needs mandate

    • Recognizes, researches, isolates, and recommends resolution procedures more confidently as time in role progresses

  • Must have

    • 2-3 years of customer service experience in a similar environment (Genius Bar, Tech Stop, Geek Squad, other helpdesk environment) 

    • 1-2 years of Mac and Windows troubleshooting experience

    • 1-2 years of mobile device troubleshooting experience (iPhone or Android)

  • Nice to have

    • G-Suite administration experience

    • Office 365 administration experience

    • Outlook client troubleshooting experience (Mac and Windows)

    • Exchange troubleshooting experience

    • Mobile Device Management administration experience

GED, High School Diplloma Required

Bachelor's Preferred or equivalent experience 

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