Purpose:
This role role is to ensure proper computer operation so that end users can accomplish business tasks. The goal is to minimize the need to get non-helpdesk I.S. personnel involved.
Responsibilities:
1. Identifies, researches and resolves technical problems in a timely manner.
2. Field incoming help requests from end users via both telephone and email in a courteous manner regarding software and/or hardware issues within servers, databases, and other mission critical systems.
3. Communicate software/hardware problems and issues to management, development teams, end users, and unit leaders as needed.
4. Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
5. Prioritize and schedule problems. Escalate problems (when required) to the appropriately person.
6. 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.
7. Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
8. Identify and learn appropriate software and hardware used and supported by the organization.
9. Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
10. Test fixes to ensure problem has been adequately resolved.
11. Perform post-resolution follow-ups to help requests.
12. Evaluate documented resolutions and analyze trends for ways to prevent future problems.
13. Develop help sheets and frequently asked questions lists for end users.
14. Included in on-call rotation
15. Other duties as assigned
Relationships:
Work with employees in all levels and departments. Exceptional customer service orientation.
Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
Abilities/Skills Required:
* Knowledge of basic computer hardware and desktop/server operating systems.
* General application support experience with knowledge of programming languages used.
* Knowledge of various key systems/applications such as imaging, web applications, phone systems, satellite related systems, email, remote access methods, fuel processes, faxing, etc.
* Good understanding of the organization's goals and objectives.
* Exceptional written, oral, and documentation communication skills.
* Ability to conduct research into a wide range of computing issues as required.
* Ability to absorb and retain information quickly.
* Ability to present ideas in user friendly language.
* Highly self-motivated and directed with a keen attention to detail.
* Proven analytical and problem solving abilities.
* Ability to effectively prioritize and execute tasks in a high-pressure environment.
Physical Requirements:
* Additional working hours as required
* Sitting for long periods, manual dexterity, stooping, bending, light to moderate lifting, good listening and speaking ability.
Education/Training Required:
College diploma or university degree in the field of computer science and/or equivalent work experience.