What are the responsibilities and job description for the Information Technology Help Desk position at Brooksource?
Tier I Help Desk
Location: Frankfort, KY
Job Description:
We are seeking a passionate IT Support Technician to join our team in Frankfort, KY. The ideal candidate will have strong general computer skills, experience with customer service support, and familiarity with service desk support. The candidate will be responsible for a range of tasks, including troubleshooting, managing hardware requests, and providing user guidance.
Responsibilities:
- Troubleshooting: Investigate and resolve complex technical issues related to a tax system, including system errors, data discrepancies, and software bugs.
- User Training and Support: Provide training sessions and create user guides to empower users with intermediate-level system knowledge.
- Root Cause Analysis: Conduct thorough analysis to identify underlying causes of recurring issues and implement preventive measures.
- Collaboration: Work closely with Tier II support and system administrators to implement solutions and system enhancements.
- Documentation: Update and maintain knowledge base articles, troubleshooting guides, and system documentation for internal reference and user self-service.
Qualifications:
- Technical Proficiency: Proficiency in troubleshooting software and database issues, preferably with experience in SQL queries and database management.
- Problem-Solving Skills: Ability to analyze complex technical problems, develop innovative solutions, and implement best practices.
- Customer Focus: Commitment to providing exceptional customer service and support, with a focus on user satisfaction and system usability.
