The Help Desk Technician’s role is to ensure proper computer operation so that end users can accomplish business tasks and is the first level of phone support and trouble shooting for all aspects of IS and its personal computer, telecommunications, and networked based systems in an ethical and professional manner.
This includes receiving, prioritizing, documenting and actively resolving end user helpdesk requests and escalating incidents when considered appropriate and necessary to maintain a defined service level expectation. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. Helpdesk is also responsible for New Employee Training of IS technology, policy and procedures.
Strategy & Planning
Acquisition & Deployment
Note: Employees are held accountable for all duties of this job. This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.
Experience Using and Administering: