Help Desk Technician

Work setting

• Help desk
• Office building

Responsibilities

Tasks

• Communicate electronically and in person with computer users experiencing difficulties to determine and document problems experienced
• Consult user guides, technical manuals and other documents to research and implement solutions
• Provide advice and training to users in response to identified difficulties
• Collect, organize and maintain a problems and solutions log for use by other technical support analysts
• Provide business systems, network and Internet support to users in response to identified difficulties
• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software
• Provide customer service
• Perform Web-server backup and recovery operations

Credentials

Certificates, licences, memberships, and courses 

• Cisco certified network associate
• Network+ Certification
• A+ Certification

Experience and specialization

Computer and technology knowledge

• Device drivers
• Networking hardware
• Servers
• Desktop applications
• MS Office
• SharePoint
• TCP/IP
• Wireless networks

Area of work experience

• Quality assurance or control

Sales experience

• Call centre

Benefits

Health benefits

• Dental plan
• Health care plan
• Paramedical services coverage
• Vision care benefits

Other benefits

• Free parking available