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.•