1. Field incoming help requests from end users via both telephone and work orders in a courteous manner

2. Document all pertinent end user identification information, including name, department contact information, and nature of problem or issue.

3. Build rapport and elicit problem details from the helpdesk customers.

4. Prioritize and schedule problems. 

5. Escalate problems (when required) to the appropriately experienced technician.

6. Record, track and document the helpdesk request problem-solving process, including all successful and unsuccessful decisions made, and action taken through to the final resolution.

7. Apply diagnostic utilities to aid in troubleshooting.

8. Access software updates, drivers, knowledge bases and frequently asked questions resources on the internet to aid in troubleshooting.

9. Identify and learn appropriate software and hardware used and supported by the organization

10. Perform hands-on fixes at the desktop level, including installing and upgrading software and implementing file backups, and configuring systems and applications.

11. Text fixes to ensure a problem has been adequately resolved.

12. Perform post resolutions follow-ups to help request.

13. Develop help sheets and knowledge base articles for end users

14. Perform related duties consistent with the scope and intent of the positions

1. Knowledge of basic computer hardware

2. Experience with desktop operating systems including Widows, Ubuntu, Linux, and MAC OS X

3. Extensive Application support experience

4. Good understanding of the organization’s goals and objectives

5. Exceptional written and Oral Communication Skills

6. Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills

7. Strong documentation skills