What are the responsibilities and job description for the Help Desk Specialist position at Independent Pharmacy Co-Op?
Description:
Summary:
The Help Desk Specialist is accountable for primary helpdesk support and troubleshooting of internal user’s issues. This position is in charge of providing technical assistance and support related to computer systems, hardware, or software. In addition, this position provides answers to questions, runs diagnostic programs, isolates problems, establish and implement solutions and would be accountable for escalation of higher-level issues to senior engineers.
Essential Functions:
- Provide technical assistance and support for incoming issues related to computer systems, software, and infrastructure.
- Respond to questions either in person or over the phone.
- Write training materials/help documents.
- Train end users.
- Maintain daily performance of computer systems.
- Respond help desk tickets.
- Troubleshoot problems to determine and implement fix.
- Walk customer through problem-solving process.
- Install, modify, and repair computer hardware and software.
- Run diagnostic programs to resolve problems.
- Troubleshoot/resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
- Install computer peripherals for users.
- Follow up with customers to ensure issue has been resolved.
- Gain feedback from customers about computer usage.
- Run reports to determine malfunctions that continue to occur.
- Imaging and deployment of computers.
Non- Essential Functions:
- Continually develop skills by taking classes, attending conferences, and subscribing to relevant periodicals.
- Document workflow and cases.
Minimum Education:
- Associate’s degree in computer science or related or equivalent combination of training and experience.
Preferred Requirements:
- One-year related experience including IT troubleshooting, domain networking, and computer hardware knowledge.