IT Help Desk

Job Purpose:
Resolves computer user concerns by answering questions about hardware and software; providing instructions.

Duties:
* Determines source of concern by interviewing user on the telephone.

* Teaches user by answering questions; interpreting operating instructions; providing references.

* Determines source of error by reviewing procedures and actions taken by user; instructing user to perform diagnostic procedures.

* Resolves problems by issuing corrective instructions; consulting with coworkers and vendors.

* Improves programs by notifying programmers of problems; making recommendations.

* Improves operating references by writing revisions.

* Evaluates software by testing ease of use and applicability.

* Maintains technical knowledge by attending educational workshops; reviewing technical publications; establishing personal networks; participating in technical societies.

* Maintains client confidence and protects operations by keeping information confidential.

* Contributes to team effort by accomplishing related results as needed.

* Performs well within a team environment.

Skills/Qualifications:
Phone Skills, Help Desk Experience, Problem Solving, Presenting Technical Information, Customer Service, Product Knowledge, Software Testing, Training, Technical Understanding, System Administration, Network Hardware Configuration, Windows XP, Microsoft Office, High School Diploma