Responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution
Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
Respond to queries either in person or over the phone.
Write training manuals.
Train computer users.
Maintain daily performance of computer systems.
Respond to email messages for customers seeking help.
Ask questions to determine nature of problem.
Walk customer through problem-solving process.
Install, modify, and repair computer hardware and software.
Clean up computers.
Run diagnostic programs to resolve problems.
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.
Ability to respond after hours emergencies
2+ years of experience working in Help desk
College degree preferred
Excellent organizational skills
Excellent communication skills
Able to identify and resolve problems in a timely manner
Gather and analyze information skillfully
Experience with SharePoint and Office 365
Experience with MS Office Suite
Passion for teamwork, continuing education, problem solving and exceptional customer service