The Help Desk Technician is the first level of phone support and trouble-shooting for all aspects of IT and its personal computer, telecommunications, and networked systems. The Technician’s role is to ensure proper computer operation in an ethical and professional manner so that end users can accomplish business tasks.
This includes receiving, prioritizing, documenting, and actively resolving end user helpdesk requests, as well as 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 IT 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: