IT Help Desk Specialist

Job Description

Job Purpose

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

Main Duties & 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 customers and users to ensure complete resolution of issues.
• Redirect problems to correct resource.
• Identify and escalate situations requiring urgent attention.
• Track, 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.