General Statement of Duties
This position provides first-level diagnosis and troubleshooting support to end-users. Working under the direction of the helpdesk manager, helpdesk specialists receive requests for service and inquiries, provide support in accordance with established processes, and document incidents and remedies. They also escalate complex incidents to second-level support personnel. An individual in this position must have excellent problem solving, communication, and interpersonal skills. Along with patience, this individual must have a customer friendly attitude and the ability to work in a team environment. This individual needs strong understanding of the various hardware, software, and networking systems being supported. (#1161)
Examples of Work
• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Respond to queries via email or over the phone.
• Write training documentation.
• Train computer users.
• Perform root cause analysis of problems.
• Walk customer through problem-solving process.
• Install, modify, and repair computer hardware and software.
• Clean up computers.
• Run diagnostic programs to resolve problems.
• Install computer peripherals for users.
• Gain feedback from customers about computer usage.
• Run reports to determine malfunctions that continue to occur.
• Open, track, and close trouble tickets.
• Remain on top of status updates and requests all while reporting back with the customer.
• Follow up with customers to ensure issue has been resolved.
Knowledge, Skills and Abilities
Ability to provide customer with outstanding customer care and service at all times. Ability to communicate problems with supervisors as they become known. Interpersonal skills necessary to train others in computer systems. Shows initiative and acts independently to resolve problems. Demonstrated ability to manage multiple priorities and follow through on projects to completion. Considerable knowledge of the capabilities, limitations, management and general characteristics of desktop computers and peripherals. General knowledge of available desktop computer software packages. Ability to analyze and rectify hardware and software problems with desktop computers. Ability to communicate effectively both orally and in writing. Ability to establish and maintain effective working relationships as necessitated by work assignments.
Minimum Education and Experience
Associate’s degree with major course work in Computer Science, or a related field; supplemented by one (1) year previous experience in the support and operation of desktop computer hardware and software systems; or any equivalent combination of education, training and experience which provides the requisite knowledge, skills and abilities. Certain certifications such as those offered by Microsoft, CompTIA enhance the resume of a helpdesk specialist.