Helpdesk Agent

Manage incoming support requests to include categorizing, triaging, resolving, documenting resolution and / or escalating where appropriate. Installing, modifying, and making minor repairs to company computer hardware and software systems; providing technical assistance and training to system users, troubleshooting and resolving software, hardware, and connectivity problems.

• Answers, evaluates, and prioritizes service requests received via-telephone, voice mail, e-mail, and in-person for users’ computer performance.
• Maintains accuracy of help desk database.
• Ensures timely resolution / referral of user problems by documenting the impact to the user and by assigning an appropriate priority and resolution goal.
• Analyzes and corrects problems using documented procedures, available tools, and personal knowledge and skills.
• Performs diagnostics with user to collect information about problem to determine source of error.
• Maintains all hardware asset records.
• Manages nightly backup process and media rotation and storage.
• Logs and tracks calls using problem management database, and maintains history records and related problem documentation.
• Records resolution information in help desk knowledge management database.
• Sets up new user accounts, and deploys IT assets to users and locations.
• Other duties may be assigned to meet business needs.

Minimum Qualifications for Consideration