Job Description - Technical Support Specialist: Title
Job Description - Technical Support Specialist: Title
Job Description - Technical Support Specialist: Title
Title
Description
The Technical Support Specialist's role is to ensure proper computer operations so that end
users can accomplish organizational tasks. This includes receiving, prioritizing,
documenting and actively resolving end user help requests. Problem resolution may involve
the use of diagnostics and help request tracking tools, as well as require that the individual
give hands-on help at the desktop level.
Responsibilities
• None
Operational Management
• Field incoming help requests from end users via both telephone and work
orders 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 help desk customers.
• Prioritize and schedule problems. Escalate problems (when required) to the
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 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.
Position Requirements
Formal Education & Certification
Personal Attributes
Work Conditions
Affiliation
• Wash Tech/CWA
Reporting Relationship