Responsibilities

  • Research and identify solutions to software and hardware issues

  • Diagnose and troubleshoot technical issues, including account setup and network configuration

  • Ask customers targeted questions to quickly understand the root of the problem

  • Track computer system issues through to resolution, within agreed time limits

  • Talk clients through a series of actions, either via phone, email or chat, until they've solved a technical issue

  • Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)

  • Provide prompt and accurate feedback to customers

  • Ensure all issues are properly logged

  • Prioritize and manage several open issues at one time

  • Follow up with clients to ensure their IT systems are fully functional after troubleshooting

  • Prepare accurate and timely reports

  • Document technical knowledge in the form of notes and manuals

Requirements

  • Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role

  • Good understanding of computer systems, mobile devices and other tech products

  • Ability to diagnose and troubleshoot basic technical issues

  • Excellent problem-solving and communication skills

  • Ability to provide step-by-step technical help, both written and verbal

  • BS degree in Information Technology, Computer Science or relevant field

  • Experience with supporting Blackboard Learn is preferred

  • Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus

SUMMARY

Location:
Kentucky
Job Category:
Specialist / Associate
Areas of Responsibility:
Support / Help desk
Job Level:
Entry-level position
Job Sector:
Information Technology