Helpdesk Support Technician

Job Description

General Purpose: The Desktop Support Technician is responsible for installing, diagnosing, repairing, maintaining, and upgrading computer hardware, software, operating systems, and peripherals to ensure optimal workplace performance. This role will use various methods of communication to gather information and respond to SEAKR staff including in person, telephone, or electronically. If necessary this role will redirect issues to appropriate resources and identify or escalate situations requiring urgent attention. This is a full-time non-exempt position in which the work is performed under general supervision by the Desktop Support Supervisor, Information Technology and is evaluated on results obtained.

Essential Duties/Responsibilities:

Excellent written and verbal communication skills are essential to provide an excellent customer service experience for our end users.

Receive and respond to support requests from SEAKR employees, contractors, and guests via various methods of communication including in person, telephone, or electronically.

Perform debugging steps and gather detailed information required to properly troubleshoot problems.

Troubleshoot and fix end user's problems with hardware, applications, and approved personal productivity devices.

Coordinate with higher level technical support for escalation and resolution of software, hardware and network connectivity issues

Develop technical support documentation and user's guides.

Other Duties/Responsibilities:

Follow SEAKR SEPs and SEWIs as documented in SEAKRs quality system.

Follow SEAKR rules and regulations as documented in the SEAKR Employee Handbook and applicable operating procedures.

May be required to work off hours to support of users or systems.

Performs other duties as assigned.