3KeyLogic is hiring an entry-level IT Help Desk Technician to provide onsite technical support at a healthcare client location in Waconia, Minnesota. You’ll serve as the first point of contact for technical assistance, providing remote troubleshooting and solutions to end users.
What You'll Do
- Serve as the first point of contact for customers seeking technical assistance via phone, Teams, walk-ins, and email.
- Record all support interactions using a ticketing system.
- Perform remote troubleshooting using diagnostic techniques and targeted questions.
- Determine the best solution based on the issue details provided by the customer.
- Guide customers step-by-step through the problem-solving process.
- Escalate unresolved issues to the next level of support personnel.
- Provide accurate information on IT products or services.
- Document events, problems, and their resolutions in ticket logs.
- Follow up with customers to provide status updates and confirm resolution.
- Pass customer feedback or suggestions to the appropriate internal team.
- Identify and suggest possible improvements to existing procedures.
- Help keep technical documentation current by contributing to knowledge base updates and creation.
- Participate in a rotating on-call schedule covering after-hours, weekends, and holidays.
What We're Looking For
- Good technical knowledge of common IT issues and solutions.
- Ability to communicate effectively to understand problems and explain solutions clearly.
- A customer-oriented and patient demeanor for interacting with end users.
Work Mode
This role is onsite at the client location in Waconia, Minnesota.
3KeyLogic is an equal opportunity employer.
