Help Desk Specialist

Job description

Job Description Summary: Job Description: Qualifications: - Receive, prioritize, document and actively resolve end user help requests - Utilize diagnostic and help request tracking tools, - Work one on one with end users in-person - Provide hands-on help at the desktop level - Field incoming help requests from end users via both telephone and e-mail in a courteous manner - Document 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 and schedule problems. Escalate problems (when required) to the appropriately experienced technician - 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 - Apply diagnostic utilities to aid in troubleshooting - Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution - Identify and learn appropriate software and hardware used and supported by the organization - Perform hands-on fixes at the...