Computer Application Support

Summary

The Computer Application Support/Help Desk position provides technical assistance and support to end-users for software applications and related systems. Responsibilities include troubleshooting software issues, guiding users through problem resolution, and documenting support requests. The role requires strong communication skills, a solid understanding of various applications, and the ability to work collaboratively with other IT teams to ensure optimal performance and user satisfaction. Additionally, the support specialist may assist in training users on new software and maintaining documentation for system processes and procedures.

Job responsibilites

• Provide technical assistance to end-users via phone, email, or in-person for software applications and systems.
• Diagnose and resolve software issues, including application errors, connectivity problems, and user access issues.
• Maintain accurate records of support requests, resolutions, and system updates in a ticketing system.
• Conduct user training sessions on new software applications and updates to enhance user proficiency.
• Work closely with other IT teams to escalate and resolve complex issues and implement software updates.
• Assist in software installations, configurations, and upgrades to ensure optimal performance.
• Manage user accounts, permissions, and access rights for various applications.
• Gather user feedback to identify areas for improvement in applications and support processes.
• Ensure adherence to company policies and security protocols while supporting applications.
• Contribute to the development and maintenance of a knowledge base for common issues and solutions.

Job requirements

• Recent experience providing computer support to clients over the phone
• Worked with a ticket tracking system (For example: Remedy)
• Proficient with troubleshooting Microsoft Outlook issues and Internet issues
• Comfortable working in Active Directory and in a server environment