Under moderate supervision and following standard procedures with some independent judgment, investigate and resolve routine software and hardware problems of computer users by performing the following duties.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
a. Answer, evaluate, and prioritize incoming telephone, voice mail, e-mail, and in-person requests for assistance from users.
b. Interview user to collect information about problem and leads user through diagnostic procedures to determine source of error.
c. Handle problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to second Level Help Desk Support.
a. Log and track calls using problem management database, and maintain history records and related problem documentation.
b. Prepare standard statistical reports, such as Help Desk incident reports.
a. Configure and deploy computers, software, telephones and peripheral equipment.
b. Maintain and document company technical inventory.
Research, test, evaluate, and recommend software and hardware to evaluate ease of use and whether product will aid user in performing work.
Perform other duties as assigned.
Required Skills Required Experience
One year certificate from college or technical school; or one to two years related experience and/or training; or equivalent combination of education and experience.
A minimum requirement for this position is the ability to work legally in the United States. No visa sponsorship/support is available for this position, including for any type of U.S. permanent residency (green card) process.