Job Description
POSITION FUNCTION/OVERVIEW:
This position is responsible for ensuring each department achieves key metrics, repairing computers and performing technical and system diagnostics; supports and maintains in-house computer systems, desktops and peripherals; troubleshoot problem areas in a timely and accurate fashion, and provide end user training and assistance where required.
PRIMARY DUTIES/RESPONSIBILITIES:
Monitor and respond quickly and effectively to requests received through the IT helpdesk
Respond to staff queries by phone and email
Create step-by-step training material with screenshots for staff
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 issues
Work through the problem-solving process with staff, 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 staff to ease in troubleshooting Help Desk Requirements and Qualifications
CompTIA A+ and Network+ Certifications
Proven experience as a Help Desk Technician or other customer service role
Ability to diagnose and resolve basic computer/technical issues
Excellent communication skills and keen attention to detail, memory of patterns, and interest in problem-solving
QUALIFICATIONS REQUIRED:
Education/Experience: IT Help Desk/ Support – 1 Year (Preferred)
Organizational and time-management skills.
Understanding of diverse computer systems and networks.
Knowledge of internet security and data privacy principles.
SKILLS:
Strong communication skills, both written and verbal.
Ability to work independently, as well as part of a team.
Manage multiple tasks and set priorities.
Ability to handle highly sensitive and confidential information.
Strong attention to detail.
Ability to understand and follow safety procedures.
Ability to work in a fast-paced, high-energy environment.
Maintain healthy boundaries.
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