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Answers, comments and replies to IT support inquiries. The IT Help Desk Support is the first level of support, and response for clients reporting computer problems. The Help Desk Support is responsible for first response in answering the IT HelpDesk telephone, documenting and replying to open incidents in the IT support ticket generating system (Web Help Desk).
ESSENTIAL JOB DUTIES & RESPONSIBILITIES:
- Answers IT Help Desk telephone and handles call appropriately.
- Generates and documents IT Help Desk support tickets as requested.
- Identifies and organizes tickets according to priority.
- Distributes Help Desk support tickets to network technician.
- Assists with technical support as requested.
- Inputs computer user account data into computer to assure timely processing of account requests.
- Troubleshoots minor equipment malfunctions and corrects them as directed by computer operation manuals or supervisor.
- Ensures security of computer system and all electronic records.
- Researches and makes recommendations on appropriate security practices.
- Communicates security policies and practices to all users.
- Maintains security of computer system.
- Works with Manager – Information Technology to maintain appropriate security throughout computer system.
- Communicates security policies and practices to all users.
- Maintains security of computer system.
- Performs other duties as assigned.
QUALIFICATIONS:
Education and/or Experience
- High School Diploma or equivalent
- Bachelors Degree in Computer Science or related area preferred
- One year of IT experience
- Customer service experience
Certificates, Licensure, Registrations
- None
Knowledge, Skills and Abilities
- Knowledge of methodology to run computer systems and to support troubleshooting efforts for minor computer equipment malfunctions
- Excellent telephone etiquette
- Ability to convey technical information to non-technical audiences
- Ability to read instruction manuals and comprehend directions to remedy minor computer equipment malfunctions
- Ability to react to change productively
- Excellent interpersonal and communication skills
- Customer service orientation
- Ability to meet deadlines
- Must maintain confidentiality
To apply, please send your resume to [email protected]
