Phaxis
IT Helpdesk Support
Phaxis, Austin, Texas, us, 78716
Job DescriptionServe as the first point of contact for employees seeking technical assistance. Responsible for providing end user support related to computer systems, hardware, or software. Respond to queries, run diagnostic programs, isolate problem, and determine and implement solution. This is an onsite role.
Duties and responsibilities• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.• Perform onsite tasks and projects, as well as performing remote work.• Respond to Incidents either in person, email, via remote desktop or over the phone.• Direct unresolved issues to the next level of support personnel.• Provide accurate information on IT products or services to end users.• Record Incidents and their resolution in ITSM system.• Ask questions to determine nature of problem.• Walk customer through problem-solving process.• Install, modify, and repair computer hardware and software.• Ability to write clear instructions and create Knowledge Articles.• Run diagnostic programs to resolve problems.• Install computer peripherals for users.• Follow up with customers to ensure issue has been resolved.• Gain feedback from customers about computer usage.
Qualifications Education• Associates Degree and/or minimum 3 years of computer support in a customer facing role.
Experience/Training• Proven experience as an IT help desk technician or other customer support role• Excellent understanding of computer systems, mobile devices and other tech products• Working knowledge of office automation products, such as scanners, printers, faxing, etc.
Duties and responsibilities• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.• Perform onsite tasks and projects, as well as performing remote work.• Respond to Incidents either in person, email, via remote desktop or over the phone.• Direct unresolved issues to the next level of support personnel.• Provide accurate information on IT products or services to end users.• Record Incidents and their resolution in ITSM system.• Ask questions to determine nature of problem.• Walk customer through problem-solving process.• Install, modify, and repair computer hardware and software.• Ability to write clear instructions and create Knowledge Articles.• Run diagnostic programs to resolve problems.• Install computer peripherals for users.• Follow up with customers to ensure issue has been resolved.• Gain feedback from customers about computer usage.
Qualifications Education• Associates Degree and/or minimum 3 years of computer support in a customer facing role.
Experience/Training• Proven experience as an IT help desk technician or other customer support role• Excellent understanding of computer systems, mobile devices and other tech products• Working knowledge of office automation products, such as scanners, printers, faxing, etc.