Help Desk Customer Support Technician

Location: San Antonio, Texas
Date Posted: 02-21-2013

JOB DESCRIPTION:

Help Desk Technicians on our team provide first line technical support on supported computer applications and hardware platforms. The qualified candidate will field issues and questions regarding account administration, distribution of software and documentation, system and network status, documenting support provided via HP IT Service Manager (ITSM), and escalating recurring issues to management. This position may require the willingness and ability to cover shift work.


PRIMARY RESPONSIBILITIES:

The Help Desk Technician must be able to do the following:
-Troubleshoot problems and advises on the appropriate action.
-Respond to requests for technical assistance in person, via phone, and electronically.
-Diagnose and resolve technical hardware and software issues.
-Research questions using available information resources.
-Advise users on appropriate action.
-Follow standard help desk procedures.
-Log all help desk interactions and resolves issues; escalates issues as required.
-Identify and escalate situations requiring urgent attention to appropriate resource.
-Track and route problems and requests and documents resolutions.

Qualifications:

High school diploma or equivalent and 1-2+ years of related IT and systems administration experience.

The successful candidate must have IT Help Desk experience. Must have strong communication skills, motivated, self starter.

Knowledge of Microsoft Windows, standard office desktop software (Microsoft Office), networking concepts and terminology, and printer configuration and troubleshooting.

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