Under general supervision, Service Desk Technicians assist computer users with hardware, software, and business application questions. They field telephone calls, chat, and e-mail messages from employees seeking guidance on technical problems. In responding to these requests, Service Desk Technicians must listen carefully, ask questions to diagnose the issue, and then walk the customer through problem-solving steps. Most troubleshooting and support are performed using remote tools, including tasks traditionally requiring hands-on work such as equipment setup.