Help Desk Technician

SeaComm Federal Credit Union•Massena, NY

1d•Onsite

About The Position

The Help Desk Technician's role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

Requirements

One year to three years of similar or related experience.
Knowledge of basic computer hardware.
Experience with desktop and server operating systems.
A high school education or GED.
Exceptional written and oral communication skills.
Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.
Strong documentation skills.
Ability to conduct research into a wide range of computing issues as required.
Ability to absorb and retain information quickly.
Ability to present ideas in user-friendly language.
Highly self motivated and directed.
Keen attention to detail.
Proven analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Exceptional customer service orientation.
Experience working in a team-oriented, collaborative environment.

Responsibilities

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.
Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications, install anti-virus software, perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
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.
Test fixes to ensure problem has been adequately resolved and perform post-resolution follow-ups to help requests.
Develop help sheets and frequently asked questions lists for end users.
Perform other duties as assigned.