About this role
Duties and Responsibilities
Respond to queries regarding technical malfunctions users may experience Diagnose and resolve hardware/software issues
Follow help desk standards provided by the institution Inquire information sources when unprecedented issues arise Follow up with users to ensure issues have been resolved Administer software users interact with on a daily basis
Ask questions that determine severity or cause of the issue Help set up initial workstations for users
Document recurring issues
Keep track of pending tickets and emails that may surface
Qualifications
Qualifications
Understanding of relevant software, hardware, and other technical equipment Knowledge base of customer service practices
Be familiar with software troubleshooting practices Willingness to learn
Relay information in a comprehensive manner
Desired Technical Skills:
Knowledge of database systems, data analytic techniques or financial systems a plus .
Skilled at writing clear and concise requirements documentation, user stories, and training materials, understanding user requirements, and implementing solutions.
PC skills include ability to use Microsoft Office products such as Excel and Word, as well is Internet Explorer.
Agile SDLC
Quality Assurance Methods
Hardware and OS administration and maintenance Atlassian Software Package
Microsoft Certification's