22 Mar
Associate Technical Support Specialist
Vacancy expired!
Preferred Qualifications ?
- 1 year of experience with desktop operating systems, including Windows and Mac OS
- 1 year of application support experience
- 1 year of direct customer service experience
- 1 year of support experience troubleshooting hardware and software problems
- 1 year of professional experience with current Windows OS, Mac OS, hardware, and enterprise email and communication tools
- Proficiency in the Microsoft Office suite
- Knowledge of basic computer hardware
- Field incoming help requests from end users via both telephone and work orders in a courteous manner
- Troubleshoot basic Windows and computer hardware-related issues
- Perform fixes such as upgrading software and implementing file backups
- Apply diagnostic utilities to aid in troubleshooting
- Manage and document all issues/incidents?
- Access software updates, drivers, knowledge bases and frequently asked questions resources on the internet to aid in problem resolution
- Record, track and document the help desk request problem-solving process, including all successful and unsuccessful decisions made and actions taken, through to the final resolution
- Document all pertinent end user identification information, including name, team, contact information, and nature of problem or issue
- Review, create and update documentation in a shared knowledge base
- Build a rapport and elicit problem details from help desk customers
- Help prioritize and schedule problems and escalate problems when required to the appropriately experienced technician
- Identify and learn appropriate software and hardware used and supported by the organization
- Test fixes to ensure the problem has been adequately resolved and perform post-resolution follow-ups to help requests
Vacancy expired!