Junior technical support specialist vs junior help desk technician

Differences between junior technical support specialist and junior help desk technician duties and responsibilities

Junior technical support specialist example responsibilities.

• Manage customer complaints and internal GMP audits for product manufacturing, coordinate FDA audits and recommend corrective actions.
• Field thousands of technical support calls from customers with crash PCs and software issues relaying information to the softwaredevelopers.
• Configure individual PCs, routers, and printers.
• Help remote customers configure hardware and connect to VPN.
• Assist customers with technical difficulties with network devices and VoIP telephone settings.
• Implement new software and upgrade existing software on the servers and workstations.
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Junior help desk technician example responsibilities.

• Manage remedy ticket queue to ensure tickets are being handle properly and resolve within SLA.
• Provide remote support for Citrix applications, VPN log-in portal, and RSA token authentication.
• Assist with VOIP deployments and configuration.
• Support VoIP, PPTP and IPSEC and Internet activity.
• Aid teammates to a better understanding of computer applications such as establishing a VPN connection.
• Used remote access tools to gain control of laptops on VPN to perform administrative tasks.
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