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Support Executive
4 months ago
Position Summary
The Help Desk technician's role is to provide information, assistance, training, and technical support to end-users regarding the use of computers, networks, and related peripheral hardware and software. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests.
Summary of Essential Job Functions
* Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
* Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
* Build rapport and elicit incident details from end users.
* Assess the severity of issues and categorize and assign them accordingly. Route severe incidents according to process.
* Record, track, and document the help desk request problem-solving 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 post-resolution follow-ups to help requests.
* Develop help sheets and "frequently asked questions" lists for end users.
* Provide support and training to all end users on computer workstation operation, setup, configuration, and other issues.
* Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring computer workstation performance.
* Provision and deprovision of user accounts, systems, applications, and network access.
* Complete regular reviews of system users to ensure users are authorized and provisioned properly.
* Perform routine security audits & other external compliance audits for all provisioned user accounts.
* Perform other duties as assigned.
Position Requirements
* College-level coursework in Computer Science or related field and/or at least 1 year's equivalent work experience.
* Fundamental knowledge of computer workstation hardware, networking principles, business applications, and peripheral devices.
* Experience administering users and computers in a complex enterprise environment.
* Able to read and understand technical manuals and procedural documentation.
* Strong written and oral communication skills and effective interpersonal and relationship-building skills.
* Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.
* < /span>Experience working in a team-oriented, collaborative environment.
Preferred
* Microsoft certifications are highly desirable.
