Job Description

• Field incoming help requests from end users via both telephone and email 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.
• pply diagnostic utilities to aid in troubleshooting.
• 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.
• Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Test fixes to ensure the problem has been adequately resolved.
• Perform post-resolution follow-ups to help requests.
• Develop help sheets and frequently asked question lists for end users.

• High School diploma with 5 years of help desk experience.
• ssociate Degree with 3 Years of help desk experience.

• Experience working in a Help Desk environment required.
• Experience in Microsoft Office Required.
• Experience in customer service Required.

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