Job DescriptionThe role of the Help Desk Technician is to assist customers who are experiencing any procedural or operating difficulty with the use of IT applications, products or services. Complex and/or high priority problems are elevated to specialized support groups for resolution when needed, but the Help Desk Technician is responsible to ensure that an effective solution is provided to the user. This position reports to the IT Project Manager. Primary ResponsibilitiesEffectively, professionally, and respectfully represents other Information Services staff members, teams, and their services to the client community.Provide support for all Information Services products and services. Support may include answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy. Additionally, it may involve troubleshooting printer issues and resolving difficulties with Smart Classroom Technology.Determines the most effective manner to resolve client's technical issue. Engages in research and in-depth troubleshooting to resolve technical issues. Consults with senior staff when necessary.Records required customer and problem information in the service request system. Updates tickets with appropriate journal entries of activities, and closes tickets with resolution entered upon completion of the job.Resolves Level 1 work orders. Elevates complex and/or high priority problems to the appropriate support groups for resolution.Verifies that suggested solutions effectively resolve the users' problems through verbal or email follow up.Works on Helpdesk related projects as assigned by supervisor.Monitors and assigns new requests.Other duties as assigned by supervisor.Key Performance Qualifications and CharacteristicsTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.The position requires experience in hardware, software, and network troubleshooting, or equivalent training and/or education are necessary. Customer service training and/or experience are beneficial.Ability to perform work at a computer workstation.Ability to communicate with others verbally in person, via phone and in writing. Associated topics: assist, help, help desk, information technology analyst, pc, service, support analyst, support specialist, technical support specialist, technician ii Associated topics: client, front desk, information technology, network, patient, service, systems administrator, technical, technician ii, technician iii
* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.