Help Desk Support, Sr. responds to end-user requests for technical assistance by phone, email, or ticketing system. Troubleshoots and resolves basic computer, application, system, device, access, or performance issues. Being a Help Desk Support, Sr. uses established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards. Utilizes product information or solution database to research, troubleshoot, and deliver solutions. Additionally, Help Desk Support, Sr. advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed. Escalates problems to appropriate levels or teams to achieve issue resolution. May support installs or upgrades of software or devices, set up user profiles, or re-set passwords. Fulfills all service level standards for response time and quality. May require an associate degree. Typically reports to a supervisor. The Help Desk Support, Sr. works independently within established procedures associated with the specific job function. Has gained proficiency in multiple competencies relevant to the job. To be a Help Desk Support, Sr. typically requires 3-5 years of related experience. (Copyright 2024 Salary.com)
The help desk coordinator is the hub of the Information Technology department. This position is responsible for the daily operations of the helpdesk office.
ESSENTIAL DUTIES AND RESPONSIBILITIES
LANGUAGE SKILLS
Ability to read and interpret documents, such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to respond to common inquires or complaints from customers, regulatory agencies and staff. Ability to write routine reports and correspondence. Ability to effectively present information in one-on-one and small group situations. Effective interpersonal skills required.
MATHEMATICAL SKILLS
Ability to add, subtract, multiply, and divide in a all units of measure, using whole numbers, common fractions, and decimals and work with mathematical concepts such as probability and statistical inference. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
REASONING ABILITY
Ability to apply commonsense reasoning to a variety of situations and deal with several abstract and concrete variables. Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions furnished in written, oral, diagram, or schedule form and deals with several abstract and concrete variables. Ability to maintain visual attention and mental concentration needed to perform assigned duties in highly disruptive conditions. Must be detail orientated and possess organizational skills.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to talk or hear. The employee is also regularly required to stand; walk; sit; and use hands to finger coordination, handle or feel objects, tools or controls. The employee is occasionally required to reach with hands and arms, and to sit; climb or balance; and stoop, kneel, crouch or crawl.
The employee is regularly required to lift up to 50 pounds and occasionally required to lift up to 75 pounds.
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
The employee is regularly exposed to radiation (from computers), as a great deal of the workday is spent working on spreadsheets or inputting data into the computer system.
The noise level in the work environment is usually moderate.
The employee is required to work in a smoke-filled environment.
Native American Preference
0 Help Desk Support, Sr. jobs found in Chico, CA area