Help Desk Operator, 2023-2024

Job Description

Position Title : Help Desk Operator

Payroll / Personnel Type : 12 Month

Job # : 105

Reports to : Help Desk Manager

Shift Length : 8 hours

Union Eligibility : Not Eligible

Position Summary : Responsibilities :

Responsibilities :

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, hardware, and networking.
• Troubleshoot technical problems and escalate unresolved issues to appropriate IT personnel or support teams.
• Install, configure, and maintain computer systems, software applications, and peripheral devices.
• Document and track all support activities, including resolutions, in a ticketing system or help desk software.
• Educate users on basic IT procedures, such as password resets, software installations, and system updates.
• Collaborate with other IT staff to identify and implement solutions for recurring problems and improve overall system performance.
• Stay up to date with industry trends and advancements in technology to enhance technical knowledge and skills.

Qualifications :

• Bachelor's degree in information technology, computer science, or a related field (or equivalent work experience).
• Proven experience working at a help desk or technical support role, preferably in a corporate or enterprise environment.
• Strong understanding of computer systems, networks, operating systems, and software applications.
• Excellent communication skills, both verbal and written, with the ability to effectively communicate technical information to non-technical users.
• Customer-focused mindset with a passion for providing high-quality customer service and support.
• Problem-solving skills with the ability to diagnose and resolve technical issues independently or as part of a team.
• Familiarity with help desk software, ticketing systems, remote desktop tools, Microsoft, and other IT support tools.
• Certifications such as CompTIA A+, and Microsoft Certified Desktop Support may be advantageous.

Knowledge, Skills, and Abilities :

• Technical proficiency in troubleshooting and resolving IT issues.
• Strong interpersonal and customer service skills.
• Analytical and problem-solving abilities.
• Time management and organizational skills.
• Adaptability and willingness to learn new technologies.
• Attention to detail and accuracy in documenting support activities.
• Collaboration and teamwork skills to work effectively with other IT staff and departments.
• Patience and empathy when dealing with users experiencing technical difficulties.

Physical Requirements :

• Must be able to exert up to 10 pounds of force occasionally, and / or a negligible amount of force constantly to lift, carry, push, and pull or otherwise move objects, including the human body.
• Must be physically able to operate a variety of equipment including computers, copiers, etc.

Working Conditions and Environment :

• Routine office environment with minimal physical risk.
30+ days ago