Helpdesk

Responsibilities

Typical activities include:

• Work directly with customers via the phone, onsite, and online, to provide services and help resolve IT & related problems.
• Troubleshoot and diagnose desktop hardware, software and network problems, tune performance of systems affecting end-users and provide solutions to problems using discretion and technical expertise.
• Build and deploy (adds, moves, changes) PC hardware, load appropriate software packages such as operating systems, networking components, printers, networked copiers, scanners & custom applications as required.
• Provides oversight, tracking, and reporting on the status of escalated tickets.
• Troubleshoot/support LAN and on-site servers via tickets, alerts and change management.
• Assist with activities to triage and escalate any system or network outage to reduce downtime.
• Follow, update and create standard operating procedures (SOP) and maintain technical documentation to drive process improvement and improve the teams' knowledge management.

Responsibilities

Typical activities include:

• Work directly with customers via the phone, onsite, and online, to provide services and help resolve IT & related problems.
• Troubleshoot and diagnose desktop hardware, software and network problems, tune performance of systems affecting end-users and provide solutions to problems using discretion and technical expertise.
• Build and deploy (adds, moves, changes) PC hardware, load appropriate software packages such as operating systems, networking components, printers, networked copiers, scanners & custom applications as required.
• Provides oversight, tracking, and reporting on the status of escalated tickets.
• Troubleshoot/support LAN and on-site servers via tickets, alerts and change management.
• Assist with activities to triage and escalate any system or network outage to reduce downtime.
• Follow, update and create standard operating procedures (SOP) and maintain technical documentation to drive process improvement and improve the teams' knowledge management.