Help Desk Representative

Summary : Investigates and resolves software and hardware problems of computer users by performing the following duties.

Essential Duties and Responsibilities : include the following. Other duties may be assigned.

Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.

Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.

Determines whether problem is caused by hardware such as modem, printer, cables, or telephone.

Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff.

Logs and tracks calls using problem management database, and maintains history records and related problem documentation.

Prepares standard statistical reports, such as help desk incident reports.

Analyzes and evaluates incident reports and makes recommendations to reduce help line incident rate.

Consults with programmers to explain software errors or to recommend changes to programs.

Calls software and hardware vendors to request service regarding defective products.

Tests software and hardware to evaluate ease of use and whether product will aid user in performing work.

Writes software and hardware evaluation and recommendation for management review.

Writes or revises user training manuals and procedures.

Develops training materials such as exercises and visual displays.

Trains users on software and hardware on-site or in classroom, or recommends outside contractors to provide training.

Installs personal computers, software, and peripheral equipment.

2 to 3 years of helpdesk experience
Microsoft Office Suite, Windows XP
Familiar with Laptop and Desktop repair


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