IT Help Desk Technician

Skills

Strong technical knowledge of PCs laptops printers and peripheral hardware devices. Strong working knowledge of Windows Microsoft 365 Office MS-DOS communications software virus protection and diagnostic software. Ability to diagnose and resolve onsite and remote PC related computing problems. Ability to communicate technical information to nontechnical personnel. Strong follow-up skills and sense of urgency. Strong phone and organizational skills. Ability to multitask. Ability to work well in a team environment. Ability to work with a diverse group of people. Ability to write reports and business correspondence.

Description

Looking for someone that’s really bright, tech savvy, and has excellent customer service skills.
Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems.
Documents, tracks and monitors the problem to ensure timely resolution. Assists in the installation, maintenance, and general support of systems.

Responsibilities

• Provides technical support to end users with their day-to-day technical needs and issues, including assisting with set-up and maintenance of the company issued equipment, workstations, laptops, cell phones, modems, printers, etc.
• Acts as initial contact for all internal and external customer technical support required for computer workstation hardware and software, telephone, network, operating system, printing, and internet access problems.
• Investigates user problems and identifies their source, determines possible solutions, tests and implements solutions.
• Performs installs, upgrades, moves, changes for computer workstation hardware and software, and other technical devices.
• Performs a variety of maintenance, software installation, end-user support and training tasks to ensure end-user workstations and network performance meet company and user requirements.
• Troubleshoots computer problems, determines source, and advises on appropriate action.
• Conducts needs assessments, evaluates assistance currently being offered, and develops approaches to enhance company capabilities for user support.
• Provides assessments reports to management on status and recommendation improvements.
• Trains user in learning new company provided applications and assist in problem solving for applications issues.
• Maintains the information resources depository of instructional materials for user applications and makes recommendations for additions to learning aids and tools.
• Maintains records, logs, and reports of assistance.
• Maintains network and PC preventative maintenance logging efforts to ensure network and data integrity.
• Tests new software applications and recommends purchase where required. Trains staff on new applications.
• Maintains confidentiality with regard to the information being processed, stores and accessed by end user on the network.
• Installs, configures, and maintains personal computers, laptops, networks, and related hardware and software.
• Develops and maintains standard operating procedures for the department.
• Provides assistance to the IT Manager as needed.
• Supervisory: May oversee the IT functions in the absence of the IT Manager.