User Support Specialist

Job mission:

Working as a part of the IT support team, you will take responsibility in providing technical assistance to computer users. Provide assistance concerning the use of computer software and hardware (including printers), software installation, document processing, e-mail, VoIP, network maintenance and operating system troubleshooting. Troubleshoot problems and advise on the appropriate action.

Outcomes:

• Provide technical assistance and support for incoming requests and issues related to software, hardware, network etc.

• Perform maintenance of laptops, workstations, and other computer peripherals as well as the local area network

• Maintain IT inventory and user access lists

• Install, configure, and maintain software and hardware independently

• Advise end-users on the usage of hardware, software and network

• Perform local or remote troubleshooting through diagnostic techniques and pertinent questions

• Determine the best solution based on the issue and details provided by customers

• Walk the customer through the problem-solving process

• Direct unresolved issues to the next level of support personnel

• Provide accurate information on IT products or services

• Update tickets with appropriate resolution logs

• Report worked time in the appropriate system

• Follow-up and update customer status and information

• Identify and suggest possible improvements on procedures

• Write manuals for maintaining and improving knowledge base