- Provide quick and effective assistance with information technology systems
- Guide end-users remotely and in person through systems configuration, troubleshooting, and maintenance
- Listen attentively to end-user questions and concerns and offer optimal solutions
- Prioritize end-user satisfaction in all communications, directing unresolved issues to next-level personnel
- Work with desktop support engineers to provide end-user with superior service
- Respond to tech inquiries via email, through online chats, over the phone, or in person
- Walk end-user through step-by-step through the problem-solving process
- Help with troubleshooting hardware and software
- Follow up with end-user to ensure satisfactory service
- Excellent problem-solving and analytical skills
- Comprehensive knowledge of computer systems and experience troubleshooting hardware and software
- The ability to break down technological processes and deliver clear, step-by-step instructions
- Patient, friendly demeanor with a great aptitude for listening
- Strong verbal and written communication skills
- Experience working as an IT help desk technician or in a similar customer support role