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IT HELP DESK TECHNICIAN

Job Summary

An IT Help Desk Technician is responsible for resolving hardware and software issues in the financial services industry. The candidate must support daily operations of a wide variety of end user systems including Windows desktops, networking equipment and application support. The IT Help Desk Technician will work to ensure the success of daily operations.

 

Job Responsibilities:

  • Responsible for entering all problem calls into database to record the type of call, length of time to resolve, and the solution to the problem.
  • Verify with the originating caller that the problem has been resolved.
  • Address user tickets regarding hardware, software and networking.
  • Walk customers through installing applications and computer peripherals.
  • Ask targeted questions to diagnose problems.
  • Guide users with simple, step-by-step instructions.
  • Conduct remote troubleshooting.
  • Test alternative pathways until you resolve an issue.
  • Customize desktop applications to meet user needs.
  • Document technical issues and solutions in ticket system.
  • Direct unresolved issues to the next level of support personnel.
  • Report customer feedback and potential product requests.
  • Help create technical documentation and manuals.