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.
