Helpdesk Agent
Isco industries
- Louisville
new offer (02/07/2024)
job description
Job Description:
Manage incoming support requests to include categorizing, triaging, resolving, documenting resolution and/or escalating where appropriate. Installing, modifying, and making minor repairs to company computer hardware and software systems;
providing technical assistance and training to system users, troubleshooting and resolving software, hardware, and connectivity problems.
- Answers, evaluates, and prioritizes service requests received via-telephone, voice mail, e-mail, and in-person for users' computer performance.
- Maintains accuracy of help desk database.
- Ensures timely resolution/referral of user problems by documenting the impact to the user and by assigning an appropriate priority and resolution goal.
- Analyzes and corrects problems using documented procedures, available tools, and personal knowledge and skills.
- Performs diagnostics with user to collect information about problem to determine source of error.
- Maintains all hardware asset records.
- Manages nightly backup process and media rotation and storage.
- Logs and tracks calls using problem management database, and maintains history records and related problem documentation.
- Records resolution information in help desk knowledge management database.
- Sets up new user accounts, and deploys IT assets to users and locations.
- Other duties may be assigned to meet business needs.
Minimum Qualifications for Consideration
- Education:
Associate's degree (A. A.) or equivalent from two-year college or technical school;
or six months to one year related experience and/or training;
or equivalent combination of education and experience. - Experience:
one or more years of professional experience in IT infrastructure;
or equivalent combination of education and experience will be considered.