Infrastructure Helpdesk

Job description

Purpose: This role role is to ensure proper computer operation so that end users can accomplish business tasks. The goal is to minimize the need to get non-helpdesk I.S. personnel involved. Responsibilities: 1. Identifies, researches and resolves technical problems in a timely manner. 2. Field incoming help requests from end users via both telephone and email in a courteous manner regarding software and/or hardware issues within servers, databases, and other mission critical systems. 3. Communicate software/hardware problems and issues to management, development teams, end users, and unit leaders as needed. 4. Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue. 5. Prioritize and schedule problems. Escalate problems (when required) to the appropriately person. 6. Record, track, and document the help desk request problem solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. 7. Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution. 8. Identify and...