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Job Description
Job Summary
- Offer support and technical assistance to customers who are using software, hardware, or other computer systems and need help completing tasks or troubleshooting problems through diagnostic tests and remote access to their computers
Main Job Tasks and Responsibilities:
- Respond to requests for technical assistance in person, via phone, electronically
- Diagnose and resolve technical hardware and software issues
- Research questions using available information resources
- Advise user on appropriate action
- Follow standard help desk procedures
- Log all help desk interactions
- Administer help desk software
- Redirect problems to correct resource
- Identify and escalate situations requiring urgent attention
- Track and route problems and requests and document resolutions
- Prepare activity reports
- Inform management of recurring problems
- Stay current with system information, changes and updates
Job Requirements
- Ability to Troubleshoot and Diagnose Problems
- Experience with PC Hardware and Software
- Experience with Network Repairs and Analysis
- Good Customer Service Skills
- Ability to Communicate Effectively to help customers fix their issues
- Education in Computer Repairs and how to Troubleshoot Problems \and Specific Knowledge of other required Computer Systems for different work environments
