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Form of workSUMMARY: The Helpdesk Technician is responsible for assisting with issue and service requests. This position will be recording and documenting details of issue, along with escalating when needed.
ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited to, the following:
• Respond to issues and service requests via phone, e-mail, chat, Help Desk tool.
• Troubleshoot the end user's issue and resolve upon first contact, when possible.
• Record and document details of the issue or service request, including categorization and priority into the Information Technology (IT) service desk tool.
• Perform password resets.
• Provide remote access/VPN support.
• Provide 'how to' assistance on internally supported devices, applications, and systems.
• Escalate issues to appropriate second- and third-level subject-matter experts in accordance with service-level agreements and follow up on incidents.
• Leverage internal and external resources (knowledge bases, manuals, and support sites, vendors) to answer questions and resolve issues.
• Respond to end-user inquiries regarding the status of incident/service request tickets and perform follow-ups.
SUPERVISORY RESPONSIBILITIES
This position will not have supervisory responsibility.
EDUCATION and/or EXPERIENCE
• Required
o High school diploma
o 1 year experience in Information Technology
o Computer software and hardware troubleshooting knowledge
ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited to, the following:
• Respond to issues and service requests via phone, e-mail, chat, Help Desk tool.
• Troubleshoot the end user's issue and resolve upon first contact, when possible.
• Record and document details of the issue or service request, including categorization and priority into the Information Technology (IT) service desk tool.
• Perform password resets.
• Provide remote access/VPN support.
• Provide 'how to' assistance on internally supported devices, applications, and systems.
• Escalate issues to appropriate second- and third-level subject-matter experts in accordance with service-level agreements and follow up on incidents.
• Leverage internal and external resources (knowledge bases, manuals, and support sites, vendors) to answer questions and resolve issues.
• Respond to end-user inquiries regarding the status of incident/service request tickets and perform follow-ups.
SUPERVISORY RESPONSIBILITIES
This position will not have supervisory responsibility.
EDUCATION and/or EXPERIENCE
• Required
o High school diploma
o 1 year experience in Information Technology
o Computer software and hardware troubleshooting knowledge
