Provide support to people and organizations using computer software or equipment and assist end-users having computer problems.
Operate within a formal help desk ticket queue system.
Essential Functions and Responsibilities :
Pay close attention to customers when they describe their computer problems
Assist end-users with submitted trouble-tickets or questions regarding software and hardware
Ask customers questions to properly diagnose the problem
Walk customers through the problem-solving steps
Set up or repair computer equipment and related devices
Install software and desktop systems
Train users to use new computer hardware or software, including printing, installation, word processing, and email
Give information to others in the organization about what gives customers the most trouble and other concerns customers have
Use computers for long periods of time
Adhere to company attendance requirements and able to work assigned schedules.
Adhere to client, company and regulatory requirements and policies.
Bachelor's degree preferred. High school diploma or equivalent. Requires solid computer knowledge with 0-2 years of related experience.
Interpersonal skills. Must be patient and sympathetic, often helping people who are frustrated with the software or hardware they are trying to use.
Listening skills. Able to understand the problem that the customer is describing and know when to ask questions to clarify the situation.
Problem-solving skills. Able to identify both simple and complex computer problems, analyze them, and provide a proper solution.
Speaking skills. Describe the solution to a computer problem in a way that a nontechnical person can understand.
Writing skills. Strong writing skills for preparing instructions and email responses for employees and customers.