What are the responsibilities and job description for the Sr IT Helpdesk/ Desktop Support position at Odyssey Information Services?
Please note: This Position is NOT C2C/ 3rd party eligible.
We are seeking a detail-oriented, thorough, and organized help desk employee to join our growing team. In this position, you will be responsible for providing technical assistance and support to clients with computer systems, hardware, or software issues. You will also respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions.
Helpdesk Duties and Responsibilities
- Monitor and respond quickly and effectively to requests received through the IT helpdesk
- Respond to customer queries by phone and email
- Create step-by-step training material with screenshots for clients
- Provide technical assistance and support for incoming concerns and issues related to systems, software and hardware
- Document internal procedures
- Maintain daily performance of computer systems
- Ask educated questions and listen to customers to determine root cause of issue
- Work through the problem-solving process with customers, empowering them to do the same in the future
- Run diagnostic problems to resolve problems
- Clean up computers
- Train incoming staff
- Report significant and recurring issues to the tier-2 support team
- Resolve technical problems with Local Area Networks (LA), Wide Area Networks (WAN), and other systems
- Collect feedback to determine patterns and issues such that they can be resolved or FAQs can be provided to customer to ease in troubleshooting
Helpdesk Requirements and Qualifications
- BSc/BA in IT, Computer Science, or related field
- Proven experience as a Help Desk Technician or other customer service role
- Ability to diagnose and resolve basic computer/technical issues
- Excellent communication skills
- Keen attention to detail, memory of patterns, and interest in problem-solving
