The Computer Technician's role is to ensure proper computer operation so that end users can accomplish business tasks. This includes actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

Strategy & Planning

• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Alert management to emerging trends in incidents.

Acquisition & Deployment

• Assist in software releases and roll-outs.

Operational Management

• Provide Support in response to Helpdesk calls and emails.
• Act as an escalation point for advanced or difficult help requests.
• Build rapport with service desk customers.
• Escalate problems (when required) to the Service Desk Manager.
• Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.
• Install anti-virus software and ensure virus definitions are up-to-date.
• Perform post-resolution follow ups with end users as required.