Identifies and learns appropriate software and hardware used and supported by SAM, Inc.
JOB SUMMARY: The Help Desk Administrator’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools such as the Track-It system, as well as require that the individual give in-person, hands-on help at the desktop level. ESSENTIAL FUNCTIONS AND RESPONSIBILITIES: ■ Fields incoming requests from end users via both telephone and email in a courteous manner. ■ Documents all pertinent end user identification information, including name, department, contact information, and nature of problem or issue. ■ Build rapport and elicit problem details from help desk customers. ■ Prioritize problems and escalate them when required to the appropriately experienced technician. ■ Record, track and document help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken through to final resolution. ■ Apply diagnostic utilities to aid in troubleshooting. ■ Inventory computer equipment and track equipment. ■ Access software updates, drivers, knowledge bases, and frequently asked questions using resources on the Internet to aid in problem resolution. ■ Identifies and learns appropriate software and hardware used and supported by SAM, Inc. ■ Performs hands-on fixes at the desktop level, including installation and upgrading software, installing hardware, and configuring systems and applications. ■ Performs preventative maintenance, including checking and cleaning workstations, printers, and peripherals. ■ Test fixes to ensure a problem has been adequately resolved. ■ Perform post-resolution follow-ups to help requests. ■ Evaluates documented resolutions and analyze trends for ways to prevent future problems. ■ Works with IT staff to develop help sheets and frequently asked questions lists for end users. ■ Completes projects as assigned
Answer preview Identifies and learns appropriate software and hardware used and supported by SAM, Inc.