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Job Description
- Responding to queries via chat, email, or phone
- Training other staff members on troubleshooting and diagnosing problems
- Writing, editing, and revising training manuals for new and updated software and hardware
- Providing technical assistance for questions and problems
- Resolving problems with networks and other computer systems
- Diagnosing system errors and other issues
- Following up with customers to ensure full resolution of issues
- Requesting feedback and/or monitoring calls and other methods of correspondence to improve training methods
- Running reports to analyze common complaints and problems
- Installing or changing the software to fix issues
- Remotely accessing hardware or software for clients to make changes and fix problems
Job Requirements
- BS degree in the field of computer science, or 3 years equivalent work experience if not a computer science graduate.
- Certifications include MCP, Network +, CCNA knowledge.
- Knowledge of computer hardware, including IBM compatible PC's, all PC peripherals, and printers.
- Researching problems to resolve issues.
- Experience with desktop and server operating systems, including Windows 7, Windows 10.