Job Details

Description

Job description

-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 customers 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