Duties and Responsibilities:n- Respond to requests for technical assistance in person, via phone, chat or email. n- Diagnose and resolve technical hardware and software issues. n- Research questions using available information resources. n- Advise user on appropriate action. n- Follow standard help desk procedures. n- Log all help desk interactions. n- Administer help desk software. n- Follow up with users to ensure complete resolution of issues. n- Ability to identify, report and escalate to higher level IT Team require urgent action. n- Track and route problems and requests and document resolutions. n- Prepare activity reports. n- Inform management of recurring problems. n- Stay current with system information, changes and updates. n- Help update training manuals for new and revised software and hardware. n- Train computer users as necessary. n- Clean up computers. nnEducation, Qualifications and Experience:n- Bachelor's degree. n- Working knowledge of fundamental operations of relevant software, Operating System, hardware and other equipment ex. (Printers. . . etc. ). n- Experience researching, analyzing and interpreting system problems. n- Knowledge of customer service practices.