Help Desk Technician

Intellegens, Inc - Houston, TX (30+ days ago)


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

  • Monitor and respond quickly and effectively to requests received through the IT helpdesk
  • Respond to customer queries by phone and email
  • Create step-by-step training material with screenshots for end users
  • Provide technical assistance and support for incoming concerns and issues related to systems, software and hardware
  • Document internal procedures
  • Maintain daily performance of computer systems
  • Ask educated questions and listen to customers to determine root cause of issues
  • Work through the problem-solving process with customers, empowering them to do the same in the future
  • Run diagnostic problems to resolve problems
  • Clean up computers
  • Train incoming staff
  • Report significant and recurring issues to the tier-2 support team
  • Resolve technical problems with Local Area Networks (LA), Wide Area Networks (WAN), and other systems
  • Collect feedback to determine patterns and issues such that they can be resolved or FAQs can be provided to customer to ease in troubleshooting

Job Types: Full-time, Contract

Experience:

  • Help Desk: 1 year

Education:

  • Associate

Location:

  • Houston, TX

Required work authorization:

  • United States