Homefield IT

Technician

• Field incoming escalated requests from end users via both telephone and e-mail in a courteous manner.
• Document in our ticketing system all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Prioritize and schedule problems.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution within our ticketing system and where appropriate our knowledgebase system.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform remote fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
• Perform post-resolution follow-ups to help requests.

Escalation Technician