Helpdesk I

Position Summary

The Help Desk technician's 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.

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 severity of issues and categorize and assign 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 deprovision of user accounts, systems, applications and network access.
• Complete regular reviews of system users to ensure users are authorized and provisioned properly.
• Perform routine security audits & other external compliance audits for all provisioned user accounts.

Position Requirements:

• College level coursework in Computer Science or related field and/or 0-1 years equivalent work experience
• Fundamental knowledge of computer workstation hardware, networking principles, business applications, and peripheral devices
• Experience administering users and computers in a complex enterprise environment
• Able to read and understand technical manuals and procedural documentation
• Strong written and oral communication skills and effective interpersonal and relationship-building skills
• Self motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment
• Experience working in a team-oriented, collaborative environment
• Demonstrated

Preferred:

• Microsoft certifications are highly desirable