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.
The PC Support Analyst 3 provides primary support services to internal users by effectively trouble-shooting, diagnosing and resolving user issues and work requests in accordance with service level agreements. Support includes issues relating to system access, hardware, application software, and basic network communication issues. Responds to telephone calls, email and team member requests for technical and applications support. Documents, tracks and monitors issues to ensure timely resolution and customer satisfaction. The senior level position has advanced knowledge in their field, assumes higher level projects and mentors and trains staff members.
Experience:
6 years in database applications or PC hardware & software.
Education:
High School graduate or equivalent.
Experience:
Experience supporting MS operating systems, web-based applications, and remote users. Experience identifying and resolving hardware and software issues for laptops, desktops, servers, and peripherals. Job Duties Maintains, analyzes, troubleshoots and repairs computer systems, hardware and peripherals. Documents, maintains, upgrades or replaces hardware and software systems. Provides high-quality, consistent end user support services for all employees within FMOLHS in person, via telephone, or through remote software. Troubleshoots and resolves end user issues by guiding user through corrective steps. Documents, logs, escalates, and follows up on issues with end users and sites. Coordinates with other IS areas to resolve problems if necessary. Images, configures and deploys new hardware, software and peripherals for use on the corporate network. Able to manage large installations of new hardware, software, or upgrades through completion. Relies on experience and judgement to plan and accomplish goals. Performs a variety of complicated tasks. May lead or direct the work of others. A wide degree of creativity and latitude is required. Assists in the development of, and complies with, all standards regarding documentation, end user instructions, computer deployment, ticket logging, and monitoring. Utilizes computerized support tracking system to accurately and effectively track user support statistics for adherence to SLA and to allow planning for staffing levels. Researches new developments in hardware and software and keeps abreast of the latest developments and studies involving computer-related procedures and methods. Prepares, reviews and contributes to online support knowledgebase for FMOLHS applications and systems. Remains current with the latest trends in field of expertise by participating in ongoing training and development as directed by management. Develops and implements data driven performance improvement methodologies. Maintains accurate records for use in evaluating organizational performance. Identifies ways of improving current services and consults with management on issues and problems. Ensures security, integrity, and privacy of FMOLHS data in conjunction with FMOLHS policies and procedures. Utilizes IS project management methodology and best practices to improve individual and organizational efficiency, effectiveness, and outcomes. Responsible for training/mentoring junior staff. Participates in devices standardization meetings and performs testing of equipment for the facility assigned. Works closely with other facilities and the IS Central Team to gain knowledge on work processes and standards and communicates these with team.
