Help Desk Specialist

Key Responsibilities

• Serve as the first point of contact for troubleshooting hardware/software, all types of computer systems (PC and Mac), and printer problems.
• Respond to requests in a clear, concise, and timely manner during business hours (via telephone, e-mail, or other communication method).
• Track all requests until completed to the requestor's satisfaction.
• Periodically notify requesters regarding the status of their request.
• Establish support tiers, timelines and protocols to strategically resolve customer problems and maintain knowledge base for all software and support activities.
• Provide phone, email, web, and in-person support to users in the areas of e-mail, directories, computer operating systems, desktop applications for all types of computer systems, and applications developed or deployed.