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.
TEMP position to cover 4-8 week leave Receive, prioritize, document and actively resolve end user help requests Utilize diagnostic and help request tracking tools, Work one on one with end users in-person Provide hands-on help at the desktop level Field incoming help requests from end users via both telephone and e-mail in a courteous manner Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue Build rapport and elicit problem details from help desk customers Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution Apply diagnostic utilities to aid in troubleshooting Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution Identify and learn appropriate software and hardware used and supported by the organization Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications Install anti-virus software Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals Test fixes to ensure problem has been adequately resolved Perform post-resolution follow-ups to help requests Evaluate documented resolutions and analyze trends for ways to prevent future problems Develop help sheets and frequently asked questions lists for end users
Qualifications:
Associates degree preferred Certifications include MCP, A+, Network + Knowledge of computer hardware, including IBM compatible PC's, all PC peripherals, and printers Experience with desktop and server operating systems, including Windows 2000,Windows XP, Windows 2003 Extensive application support experience with Microsoft Office, Web enabled applications, Intuit Track-It, and Access 2003 Working knowledge of a range of diagnostic utilities Good understanding of the organization's goals and objectives Exceptional written and oral communication skills Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills Strong documentation skills Ability to conduct research into a wide range of computing issues as required Ability to absorb and retain information quickly Ability to present ideas in user-friendly language Highly self-motivated and directed Keen attention to detail Proven analytical and problem-solving abilities Ability to effectively prioritize and execute tasks in a high-pressure environment Exceptional customer service orientation Experience working in a team-oriented, collaborative environment
