Back to Career Opportunities Listing
Help Desk Technician
Job Summary: Ensures proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.
Essential Functions: Fields incoming help requests from end users via both telephone and e-mail. Documents all pertinent end user identification information, including name, department, contact information, and nature of problem or issue. Builds rapport and elicits problem details from help desk customers. Prioritizes and schedules problems. Escalates problems (when required) to the appropriately experienced technician. Records, tracks, and documents the help desk request problem-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution. Applies diagnostic utilities to aid in troubleshooting. Accesses software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution. Identifies and learns appropriate software and hardware used and supported by the organization. Performs hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. Installs anti-virus software. Conducts testing to ensure “fixes” have been adequately resolved. Performs post-resolution follow-ups to help requests. Evaluates documented resolutions and analyze trends for ways to prevent future problems. Develops help sheets and frequently asked questions lists for end users. Adheres to all rules and regulations applicable to this position. Performs other related duties as assigned.
Education, Skills and Experience: Knowledge of basic computer hardware, including printers, modems, and peripherals. Experience with desktop and server operating systems, including Windows 2000, XP Server 2000, 2003. Extensive application support experience with Microsoft Office products. Working knowledge of a range of diagnostic utilities, including VNC. Good understanding of the organization’s goals and objectives. Exceptional written and oral communication skills. Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills. Strong documentation skills. Ability to conduct research into a wide range of computing issues as required. Ability to absorb and retain information quickly. Ability to present ideas in user-friendly language. Highly self motivated and directed. Keen attention to detail.
