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Responsibilities for Help Desk Technician
- Manage Help Desk tickets in a timely manner
- Respond to customer issues via phone, email and computer chat and follow-up with customers to ensure issues are resolved
- Document customer interactions
- Resolve customer reported issues
- Escalate unresolved issues to the next Tier
- Install, make changes and repair computer hardware and software
- Monitor and respond quickly to incoming requests related to IT issues.
- Maintain computer systems and act as support if any system goes down.
- Assist with onboarding and offboarding of new or outgoing users.
- Install, configure, maintain and upgrade PC software.
- Tier 1 Networking and troubleshooting as well as support