Job Description:
Help users resolve issues with computer hardware and software. Respond to inquiries, assess problems and issues with computer equipment and applications, help users resolve problems and issues and document inquiries and resolutions. Work closely with other IT personnel to provide assistance on issues that are outside the scope of your knowledge or expertise. Balance technical problem solving, customer service and collaboration to ensure personnel throughout the organization can access and use the software and resources they need to fulfill their duties.
Responsibilities:
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- Handle incoming queries and help end user with IT issues and problems either by phone, text or via email. Take detailed notes regarding the problem the user is experiencing, determine steps to take to resolve the issue and manage the flow of incoming support requests. This includes knowing what questions to ask to determine the full scope of the user?s issues.
- If possible, directly resolve the user IT issues as they arrive. This can involve either physically or remotely accessing the user?s computer and making required changes in the user?s system or setting, or walking the user through the necessary steps to resolve their issue.
- If unable to resolve the incoming issues, or when the issue is outside the scope of your knowledge provide detailed documentation regarding the problem to IT supervisory personnel. (For particularly complex cases, you may have to retrieve the user?s hardware so the IT specialists can conduct analysis and determine how to fix the problem.)
- Throughout the support process, maintain detailed records of the user issues with software and hardware. These notes will help diagnose and repair complex issues and provide IT with data regarding recurring issues and problems reported by multiple users.
- Analyze users? history of software and hardware issues and make recommendations to prevent future problems.
- Perform system tests and updates.
- Walk users through the process for installation of or access to various peripherals when necessary.
- Support enterprise-wide operations by creating, editing and maintaining IT documents. This can include FAQ documents that detail common issues and how to resolve them without contacting the IT department, standard operating procedures and practices regarding the use of software and hardware and help sheets to distribute throughout the organization.
- On-site troubleshooting and support requiring some occasional travel.
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