Helpdesk Support Assistant

Position Summary:

Responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution.

Essential Functions:

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Respond to queries either in person or over the phone or via provided helpdesk software Manage Engine Service Desk Plus.
• Train new users.
• Respond to email messages for customers seeking help.
• Ask questions to determine nature of problem.
• Walk customer through problem-solving process.
• Install, modify, and repair computer hardware and software.
• Run diagnostic programs to resolve problems.
• Install computer peripherals for users.
• Follow up with users to ensure issue has been resolved.
• Provides support for all workstation-related problems in a timely and efficient manner with an emphasis on achieving exemplary customer service.
• Administers appropriate data security controls for the Brown and Riding computing environment, including, but not limited to, remote access (VPN), internet and intranet security, and login passwords.

Other Responsibilities:

• Perform other work-related duties as assigned.
• Works closely with the Chief Technology Officer and Systems Administrator to implement a desktop empowerment strategy aimed at the education and training of computer users to be more self-sufficient with the use of computing tools.
• Ability to sort issues by priority
• Ability to come into office outside of work hours during system emergency.