Desktop Support Agent

Primary Responsibilities:

• Document resolutions for future reference.
• Microsoft Desktop applications are the core supported products. For company developed applications support, problems will be escalated to the development team if required.
• Answer staff questions in person and via phone calls on all company supported applications.
• Troubleshoot computer problems.
• Determine source of computer problems (hardware, software, user access, etc.).
• Advise staff on appropriate action.
• Serve as liaison between staff and the technology department to resolve issues.
• Work one-on-one with staff on application projects.
• Provide recommendations on company application purchases.

Main Tasks, Duties & Technical Responsibilities:

• Deliver technical client support over the phone in a call center environment and resolve problems to the end-user’s satisfaction within fixable hours.
• Provide technical and troubleshooting assistance related to computer hardware and software, mobile devices and other tech tools and products.
• Monitor and respond quickly and effectively to requests received through the IT help-desk
• Monitor MS Service Desk for tickets assigned to the queue and process first-in first-out based on priority.
• Identify, diagnose, and resolve Level One problems for users of the mainframe, personal computer software and hardware. Within limited time frame
• Provides one-on-one end-user problem resolution over the phone for District approved Personal
• Computer (PC) software
• Deliver, tag, set up, and assist in the configuration of end-user PC desktop hardware, software and peripherals.
• Diagnose and resolve end-user network or local printer problems, PC hardware problems and e-mail, Internet, dial-in, and local-area network access problems.
• Make video conferences \ presentations and solve Avaya sets’ problems.