Job Description

Job Summary

Responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problem, and determine and implement solutions.

Primary responsibilities

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Respond to queries either in person or over the phone.
• Run ad hoc reports for Management Team.
• Write training manuals.
• Train computer users on using hardware and software
• Maintain daily performance of computer systems.
• Respond to email, chat messages and phone for customers seeking help.
• Ask questions to determine nature of problem.
• Walk customer through problem-solving process.
• Install, modify, and repair computer hardware and software.
• Run diagnostic programs to resolve problems.
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Follow up with customers to ensure issue has been resolved.
• Gain feedback from customers about computer usage.
• Pull video footage remotely.

EDUCATION AND EXPERIENCE

• Bachelors degree preferred
• Working knowledge of fundamental operations of relevant software, hardware and other equipment
• Knowledge and experience of customer service practices
• Related experience and training in troubleshooting and providing help desk support

KEY COMPETENCIES

• Oral and written communication skills
• Willing to learn
• Customer service skills
• Problem analysis and solving skills
• Adaptability
• Team interaction
• Planning and organizing
• Attention to detail
• Stress tolerance