IT Help Desk Specialist

• Document network problems and resolutions for future reference.
• Answer staff questions in person and via phone on all company supported applications.
• Troubleshoot computer problems.
• Determine the source of computer problems (hardware, software, user access, etc.).
• Advise staff on appropriate action.
• Serve as contact between staff and the technology department to resolve issues.
• Work one-on-one with staff on application projects.
• Provide recommendations on company application purchases.
• Document resolutions for future reference.
• Other duties as assigned.
• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Respond to queries either in person or over the phone.
• Write training manuals.
• Train computer users.
• Maintain the daily performance of computer systems.
• Respond to email messages for customers seeking help.
• Ask questions to determine the nature of the problem.
• Walk customers through the problem-solving process.
• Install, modify, and repair computer hardware and software.
• Clean up computers.
• Run diagnostic programs to resolve problems.
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Install computer peripherals for users.
• Follow up with customers to ensure issue has been resolved.
• Gain feedback from customers about computer usage.
• Administer network workstations, utilizing one or more TCP/IP or non-TCP/IP networking protocols
• Evaluate and/or recommend purchases of computers, network hardware, peripheral equipment, and software;
• Investigate user problems, identify their source, determine possible solutions, test and implement solutions.
• Install, configure, and maintain personal computers, file servers, Ethernet networks, network cabling, and other related equipment, devices, and systems; adds or upgrades and configures routers, disk drives, data acquisition boards, CD ROM units, printers, and related equipment.

ADDITIONAL RESPONSIBILITIES:

• Perform hardware and software installations.
• Provide on-the-job training to new department staff members.
• Provide computer orientation to new company staff.