The IT Help Desk technician is expected to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software, hardware problems and help our customers install applications and programs. The IT Help Desk technician responsibilities also include investigating, resolving and escalating network issues, configuring operating systems and using remote desktop connections to provide immediate 1st level support. You will use applications to give clients quick answers to simple IT issues. For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written knowledge base articles and technical manuals.
Essential Duties & Responsibilities
Assumes responsibility for providing first tier technical support for all users.
Receives and prioritizes calls and e-mails from users.
Provides first-line support answering technical questions and providing resolutions to problems.
Anti-virus troubleshooting and support
Monitor and manage IT asset inventory.
Identify and learn appropriate software and hardware used and supported by the organization.
Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.
Develop and maintain technical documentation.
Keep systems up to date through operating systems upgrades Assist with the design, implementation, and ongoing support of new software and features
Provide helpdesk support for network issues
Provide technical support either by phone, remote access or site visits as needed
Respond to IT issues, hardware maintenance, software, networking, etc.
Evaluate connectivity issues, equipment, and software
Modify configurations, utilities, software, etc.
Set up equipment for new users
Install and update network system improvements as needed
Assist with Servers, LAN/WAN technologies, computer repair/troubleshooting software, networks, virus protection, Wi-Fi technology, and more