Helpdesk Technician

Requirements

• Provides technical assistance, support, and advice to end users for hardware, software, and systems.
• Installs, configures, and upgrades operating systems and application software.
• Supports field technicians by developing and coordinating user training programs and documenting processes and procedures.
• Acts as a primary contact for users experiencing software, hardware, or system issues, escalating problems as necessary.
• Diagnoses whether issues are caused by hardware, software, or system failures and applies appropriate solutions.
• Communicates with technical and non-technical staff to research problems and identify solutions.
• Participates in diagnostic procedures, utilizing diagnostic software and following instructions.
• Uses call-tracking software and systems to manage support requests.
• Maintains current industry knowledge through trade magazines and independent study.
• Follows quality standards and demonstrates strong customer service skills.
• Collaborates effectively within a team environment and completes assigned tasks.
• Communicates with vendors to request service for defective products.
• Acts as a subject matter expert for one or more custom or commercial off-the-shelf applications.
• Coordinates with programmers to troubleshoot software errors and recommend improvements.
• Evaluates and tests hardware and software for usability and effectiveness.
• Develops and revises user training manuals and procedures.
• Trains users on-site or in classroom settings, or recommends external training providers.