Help desk Tech

Essential Duties include the following and Other duties may be assigned. Receive, update and successfully complete help desk tickets as assigned in a timely basis. Assist users in the operation of standard IT equipment including PC’s, laptops, scanners, printers barcode devices and other peripherals. Provide basic software support for Windows 360 including Outlook, Excel, Word and Access. Responsible for help desk support as defined in the roles and responsibilities of the service level agreements (SLA). Provide communication on all escalated issues to management and documenting progress of assigned incidents. Perform remote troubleshooting through diagnostic techniques and pertinent questions Ability to work in a 24/7 environment to effectively deliver support to end users, other departments and support enterprise activities as required. Perform miscellaneous job-related duties as assigned. Provide accurate information on IT products or services Record events and problems and their resolution in logs Follow-up and update customer status and information Writing, editing and revising training manuals for new and updated software and hardware Interaction with all levels of the organization.