The Help Desk Administrator’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.
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JOB SUMMARY:
The Help Desk Administrator’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 such as the Track-It system, as well as require
that the individual give in-person, hands-on help at the desktop level.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:
? Fields incoming requests from end users via both telephone and email in a
courteous manner.
? Documents all pertinent end user identification information, including name,
department, contact information, and nature of problem or issue.
? Build rapport and elicit problem details from help desk customers.
? Prioritize problems and escalate them when required to the appropriately
experienced technician.
? Record, track and document help desk request problem-solving process, including
all successful and unsuccessful decisions made, and actions taken through to final
resolution.
? Apply diagnostic utilities to aid in troubleshooting.
? Inventory computer equipment and track equipment.
? Access software updates, drivers, knowledge bases, and frequently asked
questions using resources on the Internet to aid in problem resolution.
? Identifies and learns appropriate software and hardware used and supported by
SAM, Inc.
? Performs hands-on fixes at the desktop level, including installation and upgrading
software, installing hardware, and configuring systems and applications.
? Performs preventative maintenance, including checking and cleaning
workstations, printers, and peripherals.
? Test fixes to ensure a problem has been adequately resolved.
? Perform post-resolution follow-ups to help requests.
? Evaluates documented resolutions and analyze trends for ways to prevent future
problems.
? Works with IT staff to develop help sheets and frequently asked questions lists for
end users.
? Completes projects as assigned
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