IT Help Desk

problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the 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, implementing file backups, and configuring systems and applications.Test fixes to ensure problem has been adequately resolved.Perform post-resolution follow-ups to help requests.Develop help sheets and knowledge base articles for end users.Perform related duties consistent with the scope and intent of the position. Skills & Experience:High School diploma or equivalent, and/or 1 year work experience in related field required. Knowledge of basic computer hardwareExperience with desktop operating systems including Windows, Ubuntu Linux, and macOSExtensive application support experience.Working knowledge of a range of diagnostic utilities.Good understanding of the organization’s goals and objectives.Exceptional written and oral communication skills.Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.Strong documentation skills.