IT help desk job description
Provide technical help to computer users. Answer questions or solve computer issues for clients in person, or via phone or electronically. May provide assistance regarding the use of computer hardware and software, together with printing, installation, word processing, electronic mail, and working systems.
Responds to and diagnoses issues through dialogue with customers. Ensures a well timed process thru which issues are controlled. Includes trouble recognition, research, isolation, resolution, and follow-up steps. Supervises operation of help desk and serves as focal factor for purchaser concerns. Provides guide to end customers on quite a few issues.
Identifies, researches, and resolves technical troubles. Responds to smartphone calls, e mail and employees requests for technical guide. Documents, tracks, and monitors the problem to ensure a timely resolution. Provides second-tier guide to quit customers for both PC, server, or mainframe programs or hardware.
Interact with community services, software systems engineering, and/or packages development to restore service and/or pick out and accurate core trouble. Simulates or recreates user troubles to remedy working difficulties. Recommends structures changes to reduce user troubles.
Education
Qualifications
Provide technical help to computer users. Answer questions or solve computer issues for clients in person, or via phone or electronically. May provide assistance regarding the use of computer hardware and software, together with printing, installation, word processing, electronic mail, and working systems.
Responds to and diagnoses issues through dialogue with customers. Ensures a well timed process thru which issues are controlled. Includes trouble recognition, research, isolation, resolution, and follow-up steps. Supervises operation of help desk and serves as focal factor for purchaser concerns. Provides guide to end customers on quite a few issues.
Identifies, researches, and resolves technical troubles. Responds to smartphone calls, e mail and employees requests for technical guide. Documents, tracks, and monitors the problem to ensure a timely resolution. Provides second-tier guide to quit customers for both PC, server, or mainframe programs or hardware.
Interact with community services, software systems engineering, and/or packages development to restore service and/or pick out and accurate core trouble. Simulates or recreates user troubles to remedy working difficulties. Recommends structures changes to reduce user troubles.
Education
- AS/AA diploma in Computer Science, Information Sciences, or associated IT discipline.
Qualifications
- Three (3) years of directly related experience supporting help desk Tier 1 operations, preferably supporting a large-scale government purchaser.
- One (1) year of IT Problem Solving/Troubleshooting revel in.
- One (1) yr of experience with remote management tools.
- IAT Level II baseline certification according with DoD 8570.01-M, Information Assurance Workforce Improvement Program, (or reap inside six months of TOA or hiring)
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