ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Record, track, and document help desk requests.
• Build rapport and elicit problem details from help desk customers.
• Manage print center functions such as printing training manuals.
• Prioritize and schedule problems. Escalate problems (when required) to the appropriate resource / supervisor.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• 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, implementing file backups, and configuring systems and applications.
• Install anti-virus software.
• Perform preventive maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups to help requests.
• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Develop help sheets and frequently asked questions lists for end users.
• Manage warranty fixes, including scheduling service, ordering parts and returning failed components.
• Perform end user training in areas such as Operating System functionality, application specific products such as Office suite, e-mail, voice-mail, network access, etc.
• Occasionally assist with mail runs.