The Help Desk Technician's role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.
Field incoming help requests from end users via both telephone and e-mail in a courteous manner.\t
Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.\t
Build rapport and elicit problem details from help desk customers.\t
Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.\t
Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.\t
Apply diagnostic utilities to aid in troubleshooting.\t
Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.\t
Identify and learn appropriate software and hardware used and supported by the organization.\t
Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.\t
Install anti-virus software.\t
Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.\t
Test fixes to ensure problem has been adequately resolved.\t
Perform post-resolution follow-ups to help requests.\t
Develop help sheets and frequently asked questions lists for end users.
Knowledge & Experience
Knowledge of basic computer hardware\t
Experience with desktop and server operating systems\t
Extensive application support experience \t
Knowledge of programming languages\t
Working knowledge of a range of diagnostic utilities\t
Good understanding of the organization's goals and objectives.\t
Exceptional written and oral communication skills.\t
Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.\t
Strong documentation skills.
Ability to conduct research into a wide range of computing issues as required.\t
Ability to absorb and retain information quickly.\t
Ability to present ideas in user-friendly language.\t
Highly self motivated and directed.\t
Keen attention to detail.\t
Proven analytical and problem-solving abilities.\t
Ability to effectively prioritize and execute tasks in a high-pressure environment.\t
Exceptional customer service orientation.\t
Experience working in a team-oriented, collaborative environment.
Why Kelly Â® ?
With Kelly, you'll have direct connections to leading IT organizations in the best companies around the globe-offering you the chance to work on some of today's most intriguing, innovative and high-visibility projects. In a field where change is the only constant, our connections and opportunities will help you take your career exactly where you want to go. We work with 90 of the Fortune 100â„¢ companies companies and found opportunities for more than 8,600 IT professionals last year. Let us help advance your career today.
About Kelly Â®
At Kelly, we're always thinking about what's next and advising job seekers on new ways of working to reach their full potential. In fact, we're a leading advocate for temporary/nontraditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live. Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world.
Kelly is an equal opportunity employer committed to employing a diverse workforce, including, but not limited to, minorities, females, individuals with disabilities, protected veterans, sexual orientation, gender identity. Equal Employment Opportunity is The Law. at ~~~