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Help Desk Support Technician - 2nd Shift


Blue Bird Corporation: The Help Desk Support role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. *must be able to work 2nd shift hours (approx. 4pm-2am) Strategy & Planning * Evaluate documented resolutions and analyze trends to prevent future problems Operational Management * Field incoming help requests from end users via both telephone and e-mail in a courteous manner * Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue * Prioritize, schedule, and escalate problems to the appropriately experienced technician * Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution * Apply diagnostic utilities to aid in troubleshooting * Identify and learn appropriate software and hardware used and...