Job description:

• Monitor and respond quickly and effectively to requests received through the IT helpdesk.
• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Respond to queries either in person or over the phone & E-mail.
• Write training manuals.
• Create step-by-step training material with screenshots for clients.
• Maintain daily performance of computer systems.
• Respond to email messages for customers seeking help.
• Ask questions to determine nature of problem.
• Walk customer through problem-solving process.
• Install, modify, and repair computer hardware and software.
• Clean up computers.
• Run diagnostic programs to resolve problems.
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Install computer peripherals for users.
• Follow up with customers to ensure issue has been resolved.
• Gain feedback from customers about computer usage.
• Run reports to determine malfunctions that continue to occur.
• Document problem situation.
• Follow up ticketing system and make sure everything is documented in our system.
• Manage Help Desk tickets in a timely manner.
• Escalate issues to the next Tier with next level of difficulty.
• Movement from one branch to another.