Helpdesk Level I

Job Description

Job Description

Overall Responsibility / Primary Objective of the Position :

The role of the Help Desk Agent-Technician is to manage incoming phone, e-mail and ticket requests from the end user community who require computer or systems assistance. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and remote tools and well as ticket tracking tools. The agent will be able to handle any system access including resetting passwords, creating user accounts, folders, groups, and file accesses, as well as help at the desktop level for standard applications such as, Microsoft Office (Word, Excel, Power Point, MS Project. and Access), Adobe Acrobat, Net Meeting, and anti- virus software. The agent will input and track service event tickets through the life cycle of the ticket, which includes opening to closing the ticket.

Key Tasks and Responsibilities

• Resolve 1st Level end user support requests
• 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
• Perform basic to intermediate level phone support for MS Office products, the Microsoft and other operating system software's (OS), system connectivity, network printing, etc.
• Perform password resets for approved network systems
• Perform remote management of user's PC to resolve basic to intermediate level support calls
• Escalate higher level support calls to the appropriate support department(s) and personnel
• Monitor all open calls in the ticket tracking system, including calls sent to other support departments and provide follow-up with the end user
• Provide inventory management responsibilities for consumable items and provide inventory reporting to management as needed
• Receive and manage Web Jetadmin printer support alerts and escalate to the appropriate support resource(s). This may incorporate other printer vendor's methodologies also
• Have knowledge of computer imaging tools and perform software installation for PC equipment
• Provide basic Desktop, Laptop and Printer break fix repair processes
• Provide installation and deployment processes for PC- Laptop and peripheral equipment

Key Outcomes of the Position

Skills and Attributes Required

Experience and Educational Requirement

1- 2 years' Experience in a Customer Service environment)

Physical Requirements

The physical requirements of this job include frequent sitting with regular stooping / crouching walking, standing, pushing / pulling, carrying, lifting up to 40lbs., grasping, reaching, and clarity of vision. The mental requirements of the job include general intelligence, motor coordination skills, coordination of

the hands, eyes and feet, verbal intelligence and number intelligence. The workplace environmental conditions are typically that of a temperature controlled and clean office setting. Regular driving to other office or customer locations may be required.

Regular attendance and punctuality are an essential job function of this position. In addition, the duties of this job need to be performed at our client offices for the purpose of interaction and collaboration with colleagues and / or clients as necessary, the ability to adequately supervise the associate, and / or the availability of necessary equipment utilized for regular job functions.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job related instructions and to perform other job related duties requested by their supervisor.