Service Desk Field Technician

Primary Purpose: The Help Desk Technician's role is to ensure proper computer operation so that end users may 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. Qualifications: Education/Certification: * Associate degree in the field of computer science or high school diploma/GED and 3 years equivalent work experience. Special Knowledge/Skills: * Knowledge of basic computer hardware configuration and installation * Working knowledge of diagnostic utilities (examples: WEBEX, CITRIX Shadow and ZENWORKS) * Basic understanding of networking principles * Exceptional writing, organization, oral communication and interpersonal skills * Ability to use web technologies to access software updates, drivers, knowledge bases, and frequently asked questions (FAQs) Experience: * Experience with desktop and server operating systems, including DOS Windows and MAC OS * Extensive application support experience including Microsoft Office suite, Adobe Acrobat, etc. Major Responsibilities and Duties: * 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, division, contact information, and nature of problem or issue. * Build rapport and elicit problem details from help desk customers. * Utilize troubleshooting techniques and utilities (if necessary) on all calls prior to escalating problems to an appropriately experienced technician. * 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. * Access software updates, drivers, knowledge bases, and frequently asked questions (FAQs) resources on the Internet to aid in problem resolution. * Identify and learn appropriate software and hardware used and supported by the organization. * Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. * Test fixes to ensure the 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 (FAQs) lists for end users. * Provide support for telephone equipment at HCDE sites by collaborating with local phone companies and external vendors for services and support. * Test, evaluate and recommend equipment and software products to end users. * Provide quotations for information technology products and services from approved vendors. * Process and maintain up to date inventory records of all acquired IT products. * Set up information technology conference equipment for internal workshops and seminars. * Compile, maintain, and file all reports, records, and other documentation required by the Department. * Keep abreast of changes, advancements, and/or improvements in Information Technology for possible implementation when applicable. * Perform other duties as assigned.

Created: 2025-10-01