Technical > Service Desk Support
Salary National Average
| Low | Medium | High |
|---|---|---|
| 42990.0000 | 52620.0000 | 66820.0000 |
Change from Previous Year:
+3%
Supply and Demand
Candidate Supply: 9,219 Job Openings: 77,084
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Salary Variance
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Short Description:
Provide user support and customer service on company-supported computer applications and platforms. Troubleshoot problems and advise on the appropriate action.
Duties / Responsibilities:
- Respond to requests for technical assistance in person, via phone, chat or email
- Diagnose and resolve technical hardware and software issues
- Research questions using available information resources
- Advise user on appropriate action
- Follow standard help desk procedures
- Log all help desk interactions
- Administer help desk software
- Follow up with customers and users to ensure complete resolution of issues
- Redirect problems to correct resource
- Identify and escalate situations requiring urgent attention
- Track and route problems and requests and document resolutions
- Resolve technical problems with Local Area Networks and Wide Area networks
- Prepare activity reports
- Inform management of recurring problems
- Stay current with system information, changes and updates
- Help update training manuals for new and revised software and hardware
- Train computer users as necessary
Skills / Requirements / Qualifications
- Bachelors degree preferred
- Working knowledge of fundamental operations of relevant software, hardware and other equipment
- Experience researching, analyzing and interpreting automated system problems
- Knowledge of relevant call tracking applications
- Knowledge and experience of customer service practices
- Related experience and training in troubleshooting and providing help desk support
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