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Help Desk Technician Opening, San Antonio, TX

Location: San Antonio, TX

Post Date: 06/11/2021

JOB SUMMARY

The Help Desk Analyst is responsible for providing first level problem resolution and support. May assist customers via remote access, phone, or in person.

ESSENTIAL FUNCTIONS

  • Provides first level support and follow-up, through the Help Desk, to the SAWS’ user community regarding computer operations, hardware components, and software applications on multiple platform environments.

  • Interviews user, analyzes user’s concern, reviews procedures and actions taken by user, and instructs user to perform diagnostic procedures in order to determine and complete the resolution/escalation of the user’s concern.

  • Documents user’s concerns and associated resolutions through Work Order system.

  • Maintains technical knowledge by attending training, workshops, and reviewing publications.

  • Coordinates repair of printers, copiers, and laptops by outside venders.

  • Troubleshoots, configures, repairs, reimages, and issues laptops.

  • Performs remote troubleshooting and installation of software applications.

  • Applies procedures for Microsoft Office Professional Software Suite, Microsoft Windows XP or later version, Symantec Anti-virus software, Microsoft Exchange e-mail, Kronos time and attendance software, Helpdesk management software, and various other software applications.

  • Applies procedures for Network interface software, Web technology and relational database as they relate to solving basic connectivity problems.

  • Establishes and maintains effective working relationships and public relations.

  • Performs other duties as assigned.

MINIMUM REQUIREMENTS

  • High School Diploma or GED.

  • Two years’ experience performing help desk functions or related work.

PREFERRED QUALIFICATIONS

  • Associate’s Degree in Computer Science or Information System from an institution accredited by a nationally recognized accrediting agency.

  • Microsoft Certified Desktop Support Technician or A+ certification.


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