Overview

Provides technical support to end users on a variety of issues; responds to telephone calls, and other requests for technical support; identifies, researches, and resolves technical problems regarding software and computer equipment; tracks and monitors problems to ensure timely resolution; keeps end users apprised of status of requests; utilizes Five Diamond customer service skills in all interactions.

Responsibilities

Answers user’s inquiries regarding computer software or hardware operation to resolve problems. Troubleshoots issues to properly diagnose user problem; applies understanding and knowledge of information systems products and services to assist internal users on routine matters; Have a sense of urgency and take the initiative to own and issue until resolved; Provides superior customer service to all users with Five Diamond Service standards.

Works in conjunction with team members and user base to accomplish small to large size projects.

Follows through on all service requests assigned, ensuring end user receives detailed information regarding status of request and time frame for resolution; keeps management apprised of problems which may escalate; documents all help desk activity and identifies repeat patterns which may need to be addressed through an alternative process. Meets service level expectations and responds to tickets within required timeframe.

Installs standard desktop software, i.e., Windows, MS Office; assists with assigning/deleting user logins and network resource definitions (printer); resets user passwords.

Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software. Baseload computers with working image for distribution to users. Installs software to laptops/desktops.

Makes recommendations to changes in procedures of problem reporting and resolution as appropriate; maintains records, peripherals and software storage.

Other duties may be assigned.

Qualifications

Education/Licenses/Certifications: Associates degree required in Information Systems or related field; or Microsoft Certification and/or 3 additional years in Desktop Support Bachelors degree preferred Microsoft Certification preferred A Certificate preferred Experience: 2 years Desktop support; Experience troubleshooting system issues with users to determine the cause and resolution 2 years Experience with Microsoft Products including Office, Outlook, and Skype, including online versions Experience with the current windows operating systems Experience with user management and mailbox setup on Office 365 Experience with Office 365 troubleshooting for on premise and online versions. Experience installing end user standard and custom applications as warranted Working knowledge on Anti-Virus and malware software (McAfee) Experience with Active Directory including setting up accounts, disabling accounts, and security groups Experience with laptops including, WIFI connectivity, VPN connection, Authentication Software (Okta), docking stations, laptop maintenance and operations. Experience with printers, monitors, multiple screen displays, peripherals Experience baseloading and troubleshooting desktops and laptops with working images Experience installing end user standard and custom applications as warranted Experience with Anti-Virus and malware software (McAfee) Skills & Abilities: Think, Act & Be Safe. Ability to guide and instruct end users. Encourage, build, and maintain mutual trust, respect, and cooperation with others. Excellent communication skills, including active listening, when working with end users. Ability to listen to, understand, and communicate with others by telephone, in written form, electronically, or in person. Complex problem-solving and critical thinking skills. Able to troubleshoot video conferencing issues with remote/virtual meetings. Ability to maintain confidentiality. Ability to apply sound judgement to produce appropriate outcomes to a variety of situations. Including high volume and challenging situations. Ability to multi-task multiple tickets and issues. Use Time management skills to balance tickets and projects assigned. Judgement and decision making, knowing when to escalate issues Ability to prioritize, organize, and accomplish work to achieve specific goals. Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Ability to operate a computer/mobile device with relevant software applications.