Helpdesk Representative

 Help Desk Representative

 

Reports to:  Help Desk Supervisor

 General Statement:

Performs a variety of administrative, technical and customer service related tasks in helping end users in problem resolution.  Serves as the key contact for both on-site and remote systems users for PC and application systems problems and inquiries.

Specific Duties and Responsibilities

? Acts as the key contact point for all end users with problems.

? Maintains a log of questions, issues, service requests and problems as well as the final resolution.

? Triages the problem to the appropriate party for resolution when they can not resolve the problem themselves.

? Maintain basic knowledge of primary software used throughout the organization.

? May help to develop training materials or other user aids.

? Provides backup support for related positions as needed.

? Perform related duties as assigned.

Required Skills

1. Must have excellent verbal communication skills.

2. Ability to work independently with little supervision.

3. Must possess good technical problem solving skills.

4. Must be able to learn new technical skills.

5. Must be current in knowledge of Microsoft operating systems and PC hardware/software.

6. Must have hands on technical knowledge of laser printers, specifically Cannon.

Required Education and Experience

1. High School Diploma or GED. 

2. AA/AS, certificate program or equivalent desirable.

3. At least one (1) help desk or pc technical experience required.

4. A+ certification is preferred.