Help Desk Technician

May 20, 2013 - August 18, 2013
Location:Orchard Park, NY, NY
Exempt/Non-Exempt:Non-Exempt
Benefits:Health, Dental, Vision, 401(k), Vacation, Personal and Sick Time
Employment Type:Full Time
Department:Information Technology
Description:Tara Cares, an Orchard Park based long-term administrative support company, is currently seeking a highly motivated Help Desk Technician.

The is a full-time position with competitive salary and excellent benefit package.
Duties:The Help 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 level.
Friendly demeanor, attention to detail and communication skills are important characteristics of good help desk staff

•Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
•Diagnoses and resolves end-user network printer problems, PC hardware problems and email, internet, dial-in and local-area network access problems.
•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.
•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 hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
•Performs minor desktop hardware repair for PC computer equipment and peripherals.
•Coordinates timely repair of PC computer equipment covered by third-party vendor maintenance agreements.
•Sets up and assists in the configuration of end-user PC desktop hardware, software and peripherals.
•Capable of working under general direction – sometimes under stressful situations.
Qualifications:•Working knowledge of fundamental operations of relevant software, hardware and other equipment
•Knowledge and experience of customer service practices
•Related experience and training
•A+ Certification recommended


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