Helpdesk Engineer/Sr. Helpdesk Engineer
Provide timely support to CHAI staff using a helpdesk ticketing system.
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Overview
Provide timely support to CHAI staff using a helpdesk ticketing system.
You have:
- Bachelor's degree in Information Technology, Computer Science, or a related field with a minimum of six years of relevant work experience as a Helpdesk Engineer or in a similar technical support role.
- Prior experience managing and maintaining Office365, Azure AD, and Active Directory (AD) user accounts.
- Proficiency in supporting Windows 10 and Mac OS environments, including troubleshooting hardware and software issues.
- Hands-on experience with helpdesk ticketing systems for managing and prioritizing support requests.
- Familiarity with anti-spam solutions and security best practices for user accounts and systems.
- High level of proficiency in Microsoft Office Suite (Excel, PowerPoint, Word) for documentation and reporting.
- Strong written and verbal communication skills with the ability to provide training and support to users globally.
- Attention to detail and ability to manage multiple tasks efficiently in a fast-paced environment.
- Customer-focused mindset with patience and problem-solving skills to handle complex and high-pressure situations.
- Proficiency in scripting (such as PowerShell) for automation tasks is preferred.
- Certifications such as Microsoft Certified: Modern Desktop Administrator Associate or equivalent are preferred.
- Willingness to learn new technologies quickly and adapt to evolving requirements.
- Ability to create and maintain technical documentation accurately and efficiently.
Potential interview questions
| Can you describe your experience with helpdesk ticketing systems? | The interviewer is looking to understand your familiarity with managing support requests. | Discuss specific ticketing systems you've worked with and your role in prioritizing and resolving tickets. |
| How do you handle a situation where a user is frustrated with technical issues? | This assesses your interpersonal skills and customer service approach. | Pro members can see the explanation. |
| What steps do you take to document technical processes? | Pro members can see the explanation. | Pro members can see the explanation. |
| Describe a time you had to support a user in a high-pressure situation. | Pro members can see the explanation. | Pro members can see the explanation. |
| Can you give an example of how you've adapted to new technologies? | Pro members can see the explanation. | Pro members can see the explanation. |
Added 1 year ago
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Updated 5 months ago
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Source:
clintonhealthaccess.org
