Help Desk Technician

Job description

The Help Desk Technician’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving and setting up new Windows computer systems. Receiving prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

Responsibilities

Strategy & Planning

• Evaluate documented resolutions and analyze trends for ways to prevent future problems.


• Maintain par levels for IT equipment and supplies and notify Director when ordering is needed

Operational Management

• 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 problem details from help desk customers.


• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.


• 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.


• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.


• Identify and learn appropriate software and hardware used and supported by the organization.


• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.


• Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.


• Test fixes to ensure problem has been adequately resolved.


• Perform post-resolution follow-ups to help requests.


• Develop help sheets and frequently asked questions lists for end users.


•  

Position Requirements

Knowledge & Experience

• Good understanding of the organization’s goals and objectives.


• Exceptional written and oral communication skills.


• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.


• Strong documentation skills.


• Ability to conduct research into a wide range of computing issues as required.


• Ability to absorb and retain information quickly.


• Ability to present ideas in user-friendly language.


• Highly self-motivated and directed.


• Keen attention to detail.


• Proven analytical and problem-solving abilities.


• Ability to effectively prioritize and execute tasks in a high-pressure environment.


• Exceptional customer service orientation.


• Experience working in a team-oriented, collaborative environment.

Formal Education & Certification

• High School diploma with 1 year computer related experience


• CompTIA A+

This contractor and subcontractor abides by the requirements of 41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity or national origin. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.