Helpdesk Support Technician

POSITION SUMMARY:
Responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution.
ESSENTIAL FUNCTIONS:
? 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 or via provided helpdesk software.
? Train new users.
? 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.
? Install computer peripherals for users.
? Follow up with users to ensure issue has been resolved.
? Provides support for all workstation-related problems in a timely and efficient manner with an emphasis on achieving exemplary customer service.
? Administers appropriate data security controls for the Brown and Riding computing environment, including, but not limited to, controls over remote access (VPN), internet and intranet security, and login passwords.
OTHER RESPONSIBILITIES:
? Perform other work-related duties as assigned.
? Works closely with the IT team to implement a desktop empowerment strategy aimed at the education and training of computer users to be more self-sufficient with the use of computing tools.
? Ability to sort issues by priority
? Ability to come into office outside of work hours during system emergency.