Field incoming help requests from end users via both telephone and work orders.• Document all pertinent end user identification information, including name,department, contact information, and nature of problem or issue.• Build rapport and elicit problem details from help desk customers.• Prioritize and schedule problems. Escalate problems (when required) to theappropriately experienced technician.• Record, track, and document the help desk request problem-solving process,including all successful and unsuccessful decisions made, and actions taken,through to the final resolution.• Apply diagnostic utilities to aid in troubleshooting.• Access software updates, drivers, knowledge bases, and frequently askedquestions in problem resolution.• Identify and learn appropriate software and hardware used and supported bythe organization.• Perform hands-on fixes at the desktop level, including installing and upgradingsoftware, implementing file backups, and configuring systems andapplications.• Test fixes to ensure problem has been adequately resolved.• Perform post-resolution follow-ups to help requests.• Develop help sheets and knowledge base articles for end users.• Perform related duties consistent with the scope and intent of the position.