Cit Helpdesk Technician
Current-Effectively, professionally, and respectfully represents other Information Technology staff members, teams,and their services to the client community.-Provide support for all Information Technology products and services. Support may include answeringquestions, troubleshooting problems, teaching or instructing customers regarding software or hardwarefunctionality, and communicating policy. Additionally, it may involve troubleshooting printer issues andresolving difficulties with Smart Classroom Technology.-Determines the most effective manner to resolve client's technical issue. Engages in research and in-depthtroubleshooting to resolve technical issues. Consults with full-time staff when necessary. Records required customer and problem information in the HEAT Call Ticket System. Updates tickets withappropriate journal entries of activities, and closes tickets with resolution entered upon completion of thejob.-Resolves Level 1 work orders. Elevates complex and/or high priority problems to the appropriate supportgroups for resolution.-Verifies that suggested solutions effectively resolve the users' problems through verbal or email follow up.-Works on HelpDesk related projects as assigned by supervisor.
