Position Summary:

Serving as the first point of contact for users seeking technical assistance over the phone or email and perform remote troubleshooting diagnostic techniques.

Job Responsibilities:

Work closely with users, clients, technicians and managerial staff; train computer users
Occasionally write training manuals
Determine the best solution based on the issue and details provided by customers by providing fast and useful technical assistance on computer systems
Answer queries on basic technical issues and offer advice to solve them
Walk through the problem-solving process
Ask direct questions to best determine nature of problem
Direct any unresolved issues to the next level of support
Maintain daily performance of computer systems
Run reports to determine malfunctions
Run reports to analyze common complaints and problems
Install, modify and repair computer hardware and software
Clean computers
Install computer peripherals for users
Other duties as assigned

Required Knowledge, Skills and Abilities:

Excellent written and verbal communication skills Strong customer service skills and problem-solving skills through the knowledge of network administration
Exceptional technical, analytical and conceptual thinking skills; advanced technical skills
Familiar with relational database concepts and client server concepts

Job Requirements:

Associate’s Degree in Information Technology, Computer Science, Engineering preferred
Tech savvy with working knowledge of office automation products, databases and remote control
Sharp trouble shooting skills

Essential Functions/Physical Demands:

Positional: Driving in accordance with job duties assigned. Infrequent standing and walking. Frequently, constantly sit.
Gross Mobility: Rare climbing, or crawling. Infrequent balancing, stooping, kneeling, or crouching. Frequent to constant reaching and handling.
Sensory: Rare tasting/smelling. Infrequent use of color vision. Occasional use of far visual acuity, depth perception, and field of vision. Frequent use of near and midrange visual acuity, and visual accommodation. Frequent to constant talking.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or on the basis of disability.

Help Desk Technician

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