IT Help Desk

Job Description

IT Help Desk Technician is an IT professional who provides technical assistance on computer systems and serves as the first contact for customers who need technical assistance.
• Work with the Head of IT to develop and be accountable for annual budget spends for IT software and hardware.
• Manage all software, including licensing requirements, anti-virus, backups, existing Windows platforms and specific departmental software needs.
• Provide Communications and AV Support for phone system, video conferencing, SharePoint intranet, and maintain internet connections.
• Work with the Head of IT to develop and be accountable for annual budget spends for IT software and hardware.
• Train all staff on systems, to include Microsoft Office applications, Microsoft CRM database which has been adapted to local needs
• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Respond to queries either in person or over the phone.
• Write training manuals.
• Train computer users.
• Maintain daily performance of computer systems.
• Respond to email messages for customers seeking help.
• Ask questions to determine nature of problem.
• Walk customer through problem-solving process.
• Install, modify, and repair computer hardware and software.
• Clean up computers.
• Run diagnostic programs to resolve problems.
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Install computer peripherals for users.
• Follow up with customers to ensure issue has been resolved.
• Gain feedback from customers about computer usage.
• Run reports to determine malfunctions that continue to occur.
• Suggest improvements on procedures

Installs and maintains hardware and software, documents diagnosis and resolution of faults, manages user passwords, security and inventory documentation, ensures the efficient performance of servers, printers and personal computers, and attends to other operational tasks