Technical Support Officer, Biodux Solutions

Install, modify, configure and repair PC hardware, operating system and software
Field incoming help requests from end users via both telephone and work orders in a courteous manner
Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician
Record, track, and document the help desk request problem solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution
Provide assistance to users needing technical assistance and support for issues related to computer systems hardware and software
Be able to run diagnostic programs to analyze hardware and software issues and develop solutions
Maintain daily performance of computer systems
Provide technical support for the corporate business systems and data infrastructure, including servers, cloud installations, emails user computers
Follow up with customers to ensure issues are resolved
Assist with documentation including writing training manuals
Participate in the discussions and evaluations of technology and process
Develop help sheets and knowledge base articles for end users
Other duties as assigned