The Service 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 Responsibilities Field incoming help requests from end users via both telephone and e-mail in a courteous manner. Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue. Build rapport and elicit problem details from Service Desk customers. Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician. Record, track, and document the Service 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. Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution. Identify and learn appropriate software and hardware used and supported by the organization. Perform some hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. Install anti-virus software. Test fixes to ensure problem has been adequately resolved. Perform post-resolution follow-ups to help requests. Evaluate documented resolutions and analyze trends for ways to prevent future problems. Develop help sheets and frequently asked questions lists for end users. Work Conditions Must be willing to work on non-traditional hours. Sitting for extended periods of time. Reasonable ability related to operating a computer keyboard, mouse, hand power tools, and to handle other computer components. Lifting and transporting of moderately heavy objects, such as computers and peripherals.