IT Help Desk Specialist

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 a 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, including Microsoft Office applications, and 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 the nature of the problem.
• Walk customers through the problem-solving process.
• Install, modify, and repair computer hardware and software.
• 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 the issue has been resolved.
• Gain feedback from customers about computer usage.
• Run reports to determine malfunctions that continue to occur.
• Suggest improvements in procedures.
• Install and maintain hardware and software, document diagnosis and resolution of faults, manage user passwords, security, and inventory documentation, ensure the efficient performance of servers, printers, and personal computers, and attend to other operational tasks.