Computer Desktop Support Specialist
Computer Desktop Support Specialist Responsibilities:
- Address user tickets related to hardware, software, and networking issues promptly and effectively.
- Assist users in installing applications and configuring computer peripherals by providing clear instructions and guidance.
- Employ targeted questioning techniques to diagnose technical problems and determine root causes.
- Guide users through troubleshooting steps using simple, step-by-step instructions to resolve issues.
- Conduct remote troubleshooting sessions to identify and address technical issues efficiently.
- Explore alternative pathways and solutions until technical issues are successfully resolved.
- Customize desktop applications to meet user-specific requirements and preferences.
- Maintain detailed records of technical issues and their respective solutions in logs for future reference.
- Escalate unresolved issues to the appropriate level of support personnel for further assistance.
- Follow up with clients to ensure that their systems are functioning properly after issue resolution.
- Report customer feedback and identify potential product requests or enhancements to management.
- Assist in the creation of technical documentation and manuals to support end-users.
Requirements:
- Proven work experience as a Desktop Support Engineer, Technical Support Engineer, or similar role, demonstrating proficiency in resolving technical issues.
- Hands-on experience with Windows, Linux, and/or Mac OS environments.
- Working knowledge of office automation products and computer peripherals, such as printers and scanners.
- Familiarity with network security practices and anti-virus programs to ensure system integrity.
- Ability to perform remote troubleshooting and provide clear instructions to users.
- Excellent problem-solving and multitasking skills to handle multiple support inquiries simultaneously.
- Customer-oriented attitude with a commitment to delivering exceptional support experiences.
- Bachelor's degree in Computer Science or a relevant field, or equivalent work experience.
