- Sells, Arizona, United States
- 3+ years
Under general supervision, investigates and resolves software and hardware problems of computer user by performing installation, modifications, and making repairs to personal computer hardware and software systems; provides computer support, technical assistance and training to system users.
Responsibilities
- Answers calls and interviews users to collect information about problem and leads user through diagnostic procedures to determine source of error.
- Determines whether problem is caused by hardware such as modem, printer, cables, or telephone or problem is related to an issue with software.
- Logs and tracks calls using problem management database and maintains history records and related problem documentation.
- Prepares standard statistical reports, such as help desk incident reports.
- Analyzes and evaluates incident reports and makes recommendations to reduce help line incident rate.
Requirements
- Associate's Degree in Computer Science, Information Systems