Job Purpose
Provide user support and customer service on company-supported computer applications and platforms. Troubleshoot problems and advise on the appropriate action.
Main Duties & Responsibilities
- Respond to requests for technical assistance in person, via phone, chat or email.
- Diagnose and resolve technical hardware and software issues.
- Research questions using available information resources.
- Advise user on appropriate action.
- Follow standard help desk procedures.
- Log all help desk interactions.
- Administer help desk software.
- Follow up with customers and users to ensure complete resolution of issues.
- Redirect problems to correct resource.
- Identify and escalate situations requiring urgent attention.
- Track, route problems and requests and document resolutions.
- Resolve technical problems with Local Area Networks and Wide Area networks.
- Prepare activity reports.
- Inform management of recurring problems.
- Stay current with system information, changes and updates.
- Help update training manuals for new and revised software and hardware.
- Train computer users as necessary.
- Clean up computers.