Desktop Technical Support

Description

Responsibilities Field incoming help requests from end users via both phone and work orders, and perform postresolution followups Document all pertinent enduser identification information Prioritize and schedule problems, and escalate (when necessary) to the appropriately experienced technician Record, track and document help desk request problemsolving 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 handson fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications Test fixes to ensure problem has been adequately resolved Develop help sheets and knowledge base articles for end usersRequirements Experience with desktop operating systems including Windows XP/7/8, Linux and Mac OS X Extensive application support experience Knowledge of basic computer hardware Working knowledge of a range of diagnostic utilities Exceptional written and oral communication skills Exceptional interpersonal skills, with a focus on rapportbuilding, listening and questioning Strong documentation skills