HELP DESK TECHNICIAN

Responsible for monitoring help desk phones, e-mails and other electronic problem reporting mechanisms. Makes sure they are responding appropriately in a precise and timely manner. Provides computer hardware, software and network problem resolutions for user departments within the University or Medical Center. Utilizes Problem Management database to register problems and record most effective solutions.

Helpdesk staff are responsible for answering incoming calls, resolving issues when possible, and appropriately triaging and escalating requests they cannot resolve. They also manage the ticketing system, ensuring tickets are accurately documented, prioritized, and routed so that urgent and emergency issues receive timely attention.

Duties and Responsibilities:

• Serves as the first point of contact for users seeking technical assistance.
• Responds to help desk tickets, phone calls, emails, and chat requests in a timely manner.
• Diagnoses and troubleshoots hardware, software, and network issues. Installs, configures, and maintains desktops, laptops, mobile devices, printers, and peripherals.
• Provides support for operating systems, office productivity software, and common business applications.
• Educates users on basic system usage, security awareness, and best practices
• Performs user account setup, password resets, and access management.
• Supports remote users using remote desktop and support tools
• Perform other duties as assigned

Salary Range: $16.50 - $26.80

This position is located onsite in Birmingham, AL. No option for remote work.

Qualifications

Associate's degree in Computer Science, Electronics or a related field required. Work experience may substitute for education requirement.

We are always on the lookout for dynamic and energetic person to assist us with these responsibilities. There are tremendous opportunities for growth and professional development. In addition to the technical responsibilities, the person will have these additional duties. Be a team player Self-motivated Effortlessly work in a constantly demanding environment Work under minimal guidance Excel in Customer Service Documentation