Helpdesk Support

Position Summary The Help Desk technicians role is to provide information, assistance, training, and technical support to end-users regarding the use of computers, networks, and related peripheral hardware and software. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Summary of Essential Job Functions

• Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Build rapport and elicit incident details from end users.
• Assess the severity of issues and categorize and assign them accordingly. Route severe incidents according to process.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform post-resolution follow-ups to help requests.
• Develop help sheets and frequently asked questions lists for end users.
• Provide support and training to all end users on computer workstation operation, setup, configuration, and other issues.
• Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring computer workstation performance.
• Provision and de-provision of user accounts, systems, applications, and network access.
• Complete regular reviews of system users to ensure users are authorized and provisioned properly.