IT Co-op

ESSENTIAL DUTIES AND RESPONSIBILITIES

include the following. Other duties may be assigned. 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. Record, track, and document help desk requests. Build rapport and elicit problem details from help desk customers. Manage print center functions such as printing training manuals. Prioritize and schedule problems. Escalate problems (when required) to the appropriate resource / supervisor. 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. Perform preventive 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. Manage warranty fixes, including scheduling service, ordering parts and returning failed components. Perform end user training in areas such as Operating System functionality, application specific products such as Office suite, e-mail, voice-mail, network access, etc. Occasionally assist with mail runs.