Job Title:  Help Desk Technician

Job Purpose

Investigates and resolves software and hardware problems within the computer user community.  This individual needs to be able to resolve user questions and problems or forward them to the appropriate MIS personnel. Works on special projects as requested and supports other Helpdesk personnel.

Essential Duties and Responsibilities

Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.

Interviews users to collect information about problems and leads user through diagnostic procedures to determine source of the error.

Triage problems and determines whether the problem is caused by hardware such as a, computer, network device, printer, cables or telephone or other source.

Handles problem recognition, research, isolation, resolution, and follow-up for routine user problem, referring more complex problems to the appropriate IT personnel or technical staff.

Logs and tracks calls using problem management database and maintains history records and related problem documentation.

Analyzes and evaluates incident reports and makes recommendations to reduce help line incident rate.

Calls software and hardware vendors to request service regarding defective products.

Writes software and hardware evaluation and recommendations for management review.

Writes and revises user training manuals and procedures.

Install and configure PC software and communications applications as needed.

Provide initial setup and configuration of company purchased PC and laptop systems.  Install at corporate location or ship to field locations as needed.

Maintain corporate anti-virus software and encryption on endpoints

Develops training materials such as exercises and visual displays.

Train users on software and hardware on-site or in classroom or recommend outside contractors to provide training.

Qualifications

• Associate degree or appropriate experience
• Be familiar with Microsoft Office software suite applications and installations
• Knowledge of PC hardware configurations
• Knowledge of e-mail systems
• Knowledge of network user administration

General Job Requirements