Helpdesk​/Customer Support Entry DC

Overview

CONTRACT JOB DESCRIPTION

• Provide technical assistance to computer system users on a variety of issues.
• Identifies, researches, and resolves technical problems.
• Responds to telephone calls, email and personnel requests for technical support.
• Documents, tracks, and monitors the problem to ensure a timely resolution.
• Has knowledge of commonly used concepts, practices, and procedures within a particular field.
• Answer questions or resolve computer problems for clients in person, via telephone or from remote location.
• May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.
• Provide service and preventive maintenance activities on terminals, printers, personal computers basic knowledge of electrical/mechanical principles and basic electronics.
• Reads and comprehends technical service manuals and publications.
• Knowledge of basic mathematics to read and understand various gauges, meters, and measurement devices.
• Able to diagnose and repair products by replacing worn or broken parts, and making technical adjustments.
• Makes appropriate use of reference publications and diagnostic aids in resolving technical problems.
• Strong communication skills.
• Assists in coordination of changes, upgrades and new products, ensuring systems shall operate correctly in current and future environment.
• Provides accurate and complete answers to general use and 35 administrative environment questions in a timely manner.
• Implements shared software, such as operating systems, configuration management tools, application and development tools, testing tools, compilers, and code editors.
• Communicates accurate and useful status updates.
• Manages and reports time spent on all work activities.
• Ability to work in a team environment.