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Job Description
Help Desk Senior support are troubleshooters. They provide assistances to people with computer software, hardware or system problems. They answer questions and resolve problems via telephone, electronically or in person. In addition, they clean, install and modify operating systems and software programs, such as virus protection.
Responsibilities:
- Respond to requests for technical assistance in person, via phone, or 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 appropriate resource.
- Identify and escalate situations requiring urgent attention.
- Track and route problems and requests and document resolutions.
- Prepare activity reports.
- Stay up to date with system information, changes and updates.
- Perform other duties as assigned.
Job Requirements
- Bachelor's degree in information technology, Computer Science or a related discipline.
- 3-5 Years of Experience.
- Experience in the installation of IT hardware and software.
- High level communication and interpersonal skills.
- Adaptability.
- Details Oriented.
- Stress tolerance.
- Problem analysis and problem solving.
- Planning and organizing.
- Customer service orientation.
- Working knowledge of fundamental operations of relevant software, hardware and other equipment.
- Knowledge of relevant call tracking applications.
