Job Description

Short Description:

Help Desk Support provides support for IT hardware, software, network, and operating systems.  Their responsibilities include responding to inquiries, diagnosing problems, and guiding users through troubleshooting steps via phone, email, or chat. They perform password resets, test and install hardware/software, identify threats to information security and collect and process forms for remote access, new and application users.  Strong problem-solving skills, patience, and effective communication abilities are crucial for success in this role, as Help Desk Support professionals play a vital role in resolving technical issues and maintaining user satisfaction.

Duties / Responsibilities:

• Oversee the daily performance of computer systems.
• Answer user inquiries regarding computer software or hardware operation to resolve problems.
• Enter commands and observe system functioning to verify correct operations and detect errors.
• Set up equipment for employee use, performing or ensuring proper cables, operating systems, or appropriate software installation.
• Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
• Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.
• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
• Refer major hardware or software problems or defective products to vendors or technicians for service.
• Develop training materials and procedures or train users in properly using hardware or software.
• Confer with staff, users, and management to establish requirements for new systems or modifications.

Skills / Requirements / Qualifications

• Active Listening: Giving full attention to what other people are saying, taking time to understand the points made, asking questions as appropriate, and not interrupting at inappropriate times.
• Speaking: Talking to others to convey information effectively.
• Reading Comprehension: Understanding written sentences and paragraphs in work-related documents.
• Critical Thinking: Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Writing: Communicating effectively in writing as appropriate for the audience's needs.
• Complex Problem Solving: Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
• Time Management: Managing one's own time and the time of others.
• Active Learning: Understanding new information's implications for current and future problem-solving and decision-making.
• Instructing: Teaching others how to do something.
• Judgment and Decision Making: Considering the costs and benefits of potential actions to choose the most appropriate one.