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Help Desk Technician

4 months ago

West Valley City, United States Thatcher Company Full time

HELP DESK TECHNICIAN

Provide user support and customer service on company-supported computer applications and platforms. Troubleshoot problems and advise on the appropriate action.

Main Job Duties and Responsibilities

  • respond to requests for technical assistance in person, via phone, chat or email
  • diagnose and resolve technical hardware and software issues
  • research questions using available information resources
  • advise user on appropriate action
  • follow standard help desk procedures
  • log all help desk interactions
  • administer help desk software
  • follow up with employees and users to ensure complete resolution of issues
  • redirect problems to correct resource
  • identify and escalate situations requiring urgent attention
  • track and route problems and requests and document resolutions
  • resolve technical problems with Local Area Networks and Wide Area networks
  • prepare activity reports
  • inform management of recurring problems
  • stay current with system information, changes and updates
  • help update training manuals for new and revised software and hardware
  • train computer users as necessary
  • clean up computers

Education, Qualifications and Experience

  • Bachelors degree preferred
  • working knowledge of fundamental operations of relevant software, hardware and other equipment
  • experience researching, analyzing and interpreting automated system problems
  • knowledge of relevant call tracking applications
  • knowledge and experience of customer service practices
  • related experience and training in troubleshooting and providing help desk support

Key Skills and Competencies

  • oral and written communication skills
  • learning skills
  • customer service orientation
  • problem analysis
  • problem-solving
  • adaptability
  • team interaction
  • planning and organizing
  • attention to detail