• Provide technical assistance and support for incoming queries and issues related to computer systems, hardware, software, network and services.
• Respond to queries either in Ticketing system, person or over the phone
• Write training manuals
• Train computer users.
• Maintain daily performance of computer systems.
• Respond to email messages.
• 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.
• Report to direct manager.
Requirements
• 2+ years of experience
• BA degree in related field
• Excellent communication skills
• Proven analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Exceptional customer service orientation
• Patience for dealing with difficult customer-service situations