Main Job Tasks and Responsibilities:-
1. Respond to requests for technical assistance in person, via phone, electronically.
2. Diagnose and resolve technical hardware and software issues.
3. Research questions using available information resources.
4. Advise user on appropriate action.
5. Follow standard help desk procedures.
6. Log all help desk interactions.
7. Administer help desk software.
8. Redirect problems to appropriate resource.
9. Identify and escalate situations requiring urgent attention.
10. Track and route problems and requests and document resolutions.
11. Prepare activity reports.
12. Stay current with system information, changes and updates.
