Help Desk Specialist

• Receives telephone calls from users having problems with computer software, hardware, or other telecommunication equipment.
• Trains user by answering questions; interpreting operation instructions; providing references.
• Determines source of error by reviewing procedures and actions taken by user, instructing user to perform diagnostic procedures.
• Resolves problems by issuing corrective instructions; consulting with co-workers and vendors.
• Identifies and suggests improvements to our current methods.
• Maintains resource file for problem resolution by documenting problems and resolutions.
• Provides backup assistance to the night operator.
• Sets up new users by creating job specific system usernames and passwords.
• Performs other duties as assigned.