HELP DESK TECHNICIAN

Provide user support and customer service on company-supported computer applications and platforms. Troubleshoot problems and advise on the appropriate action.

Main Job Duties and Responsibilities

• respond to requests for technical assistance in person, via phone, chat or email
• diagnose and resolve technical hardware and software issues
• research questions using available information resources
• advise user on appropriate action
• follow standard help desk procedures
• log all help desk interactions
• administer help desk software
• follow up with employees and users to ensure complete resolution of issues
• redirect problems to correct resource
• identify and escalate situations requiring urgent attention
• track and route problems and requests and document resolutions
• resolve technical problems with Local Area Networks and Wide Area networks
• prepare activity reports
• inform management of recurring problems
• stay current with system information, changes and updates
• help update training manuals for new and revised software and hardware
• train computer users as necessary
• clean up computers

Education, Qualifications and Experience

• Bachelors degree preferred
• working knowledge of fundamental operations of relevant software, hardware and other equipment
• experience researching, analyzing and interpreting automated system problems
• knowledge of relevant call tracking applications
• knowledge and experience of customer service practices
• related experience and training in troubleshooting and providing help desk support

Key Skills and Competencies

• oral and written communication skills
• learning skills
• customer service orientation
• problem analysis
• problem-solving
• adaptability
• team interaction
• planning and organizing
• attention to detail