Help Desk Analyst - (Spring, TX)

Investigates and resolves software and hardware problems of computer users by performing the following duties. ESSENTIAL DUTIES AND RESPONSIBILITIES Answer, evaluate, and prioritize incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies. Interview user to collect specific info about the problem. Lead user through diagnostic procedures to determine source of error. Provide 24 X 7 technical support and serve as after hours on-call support on a rotating basis. Determine whether problem is caused by hardware such as modem, printer, cables, or telephone. Handle problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff. Log and track calls using problem management database, and maintains history records and related problem documentation.