The IT Application Help Desk will play a vital role in the daily responsibilities of the IT department. They are tasked with providing our users with technical support for any IT-related matter such as issues regarding applications, data base, and operating systems.
Responsibilities:
• Performing user access control such administering User ID setups for new users.
• Performing backups for users
• Performing remote troubleshooting through diagnostic techniques and pertinent questions
• Provided remote, phone, walk up and on-site support for applications
• Fields support calls, chat, email, and/or other communication from users with inquiries regarding software programming, connectivity, printing, and similar concerns
• Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions
• Provided Enterprise Resource Planning Software (ERP) support
• Resolve system problems by modifying and repairing software with our ERP vendor
• Providing data from Database to users
• Created Help Desk tickets and assigned tickets to technical staff
• Monitored ticketing system for technology issues
• Updated knowledge base articles
• Providing technical support on basic software and hardware issues
• Assisting with the installation of various systems and software
• Keeping detailed records of specific issues, they were asked to assist with a Compliance Auditor
• Communicating with senior analysts and other IT professionals regarding more complex issues
• Performs other related duties as assigned