PC Support Coordinator

Overview

Client is seeking an IT Help Desk Technician to provide technical support for users experiencing routine computer hardware, software, peripheral, and connectivity issues. This role will diagnose problems, resolve requests when possible during the initial interaction, document support activity, and escalate more complex issues to the appropriate technical resources.

Core Responsibilities

• Respond to technical-support requests received by telephone, voicemail, email, and in person.
• Evaluate and prioritize requests while working to resolve support questions during the initial user interaction.
• Interview users and guide them through diagnostic procedures to identify hardware, software, network, printer, cable, modem, and telephone issues.
• Determine probable causes and provide instructions for resolving routine technical problems.
• Log and track support calls, maintain problem histories, and prepare standard reports.
• Identify recurring issues and notify the appropriate technical teams of problem patterns.
• Provide users and team leaders with status updates and resolution details.
• Install or upgrade computer hardware, software, monitors, keyboards, printers, disk drives, and other peripheral components.
• Answer user questions, interpret operating instructions, create documentation, and develop training materials.
• Apply continuous-improvement methods to improve systems, processes, and service quality.
• Perform preliminary evaluations of workstation setup and other ergonomics-related concerns.
• Participate in cross-functional assignments and project teams as needed.

Essential Qualifications, Skills, and Technologies

• Trade-school coursework, an associate degree, or equivalent external training in computer services or computer repair.
• Two or more years of directly related experience.
• General knowledge of personal computer operations, diagnostics, and repair.
• Experience supporting PC operating systems, office applications, and email.
• Ability to recognize, isolate, troubleshoot, and resolve computer hardware and software problems.
• Ability to install or support computer hardware, software, upgrades, and peripheral equipment.
• Experience documenting, logging, tracking, and prioritizing technical-support requests.
• Ability to manage several assignments simultaneously and determine when advanced technical assistance is required.
• Ability to collect information, establish facts, draw valid conclusions, and make routine recommendations.
• Ability to explain technical information and instructions clearly to users.

Work Details

• Onsite contract-to-hire position.
• First shift: 7:00 AM-3:30 PM, Monday-Friday.