The Help Desk Technician I identifies, researches and resolves routine technical problems of low complexity. Provides support to end users for basic computer, application, system, device, access and hardware issues. Being a Help Desk Technician I documents, tracks, and monitors the problem using applicable systems and tools. Responds to telephone, email and on line requests for technical support. In addition, Help Desk Technician I may coordinate with other teams or departments to resolve user problems. May perform password re-sets for users. May require an associate's degree or its equivalent. Typically reports to a supervisor. Being a Help Desk Technician I possesses a moderate understanding of general aspects of the job. Works under the close direction of senior personnel in the functional area. May require 0-1 year of general work experience.
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The Help Desk User Support I troubleshoots and resolves basic computer, application, system, device, access, or performance issues. Responds to end-user requests for technical assistance by phone, email, or ticketing system. Being a Help Desk User Support I utilizes product information or solution database to research, troubleshoot, and deliver solutions. Uses established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards. In addition, Help Desk User Support I 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. Being a Help Desk User Support I works under the close direction of senior personnel in the functional area. Possesses a moderate understanding of general aspects of the job. May require 0-1 year of general work experience.