A Help Desk Technician or Analyst provides technical support to computer users. Handles customer inquiries and works to resolve technical issues with computer hardware, software or networks. Provides customer support by phone, email, live chat or with screen sharing. May refer customers with complex system or application problems for more advanced technical support. Tracks help requests using a ticketing system.
High school graduate or equivalent
Valid drivers license
Job Details:
Start Date:
Open Until Filled.
Qualifications:
High school graduate or equivalent Valid drivers license
Working knowledge and experience of fundamental operations of relevant software, hardware and other equipment
Working knowledge of Windows operating system environments
Has strong knowledge of basic computer skill building: spreadsheets, document formatting, saving/finding documents, MS Office Suite, webmail
Knowledge and experience of customer service practices
Related experience and training in troubleshooting and providing help desk support Competencies Oral and written communication skills
Learning skills
Customer service orientation
Problem analysis
Problem-solving
Adaptability
Team interaction
Attention to detail
Manages time well and has the ability to handle multiple tasks
Stay current with system information, changes and updates Duties &
Responsibilities:
Job Summary Candidates should have a mix of technical and customer service skills, and be passionate about technology and helping people.
Systems supported:
AS 400 Mainframe System, VMWARE, PCs, Laptops, BYOD, printer, faxes, copiers, scanners, audio and video equipment in conference rooms etc.
Help Desk Technicians handle Tier 1 help desk escalations and respond to requests for technical assistance in person, via phone, and electronically regarding desktops, laptops, Wyse laptops, MS Windows operating systems, and software and hardware issues. Process accurate and timely data in computer systems as scheduled. Separates and delivers multi-part reports. Maintains accurate file retention, control logs. Monitors various systems for any unusual problems, monitors functions of data communication lines. Provide user support and customer service on company-supported computer applications and platforms. Duties Performs daily, weekly, monthly and yearly operations of various computer systems
Execute, monitor and complete routine tests on requested programs
Support all software on computer systems and reconcile any problems which may arise
Operate data entry programs
Perform routine maintenance on printers and scanners
Print, separate, distribute and electronically post reports
Orders forms and supplies
Maintains current back-up of all software systems
Perform system recovery procedures and scheduled maintenance and repair functions
Respond to requests for technical assistance in person, via phone, or electronically
Research questions using available information resources
Follow standard help desk procedures
Log all help desk interactions
Identify and escalate situations requiring urgent attention
Track and route problems and requests and document resolutions
Inform management of recurring problems
Cover other help desk positions as needed
Other Info:
Lifting Requirements:
Lifting generally not more than 50 Ibs. maximum and frequently lifting and/or carrying of objects weighing up to 25 Ibs. Positions requires a combination of sitting, standing, walking, stoopiing and bending.
