Salary Range:

(Depending on knowledge, skills, abilities and location. Certain level jobs may be eligible for bonus, commission, and/or equity awards.)

Posting Date:

This job will be open and accepting applications for a minimum of three days from the date it was posted.

Benefits worth writing home about:

• Medical, dental, and vision coverage for employees and their families
• Life, disability and family Leave
• 401(k) and Roth 401(k) with employer match
• Wellness program, employee assistance program, "Commute Trip Reduction" (CTR) and various employee discounts
• Generous vacation, sick leave, 11 paid holidays, and 16 hours of paid leave every year for community service work
• Free employee checking account and employee home loan discounts

EO/AA Employer including Vets and Disabled.

Qualified applicants with arrest and conviction records will be considered in accordance with legal requirements.

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Job Description Summary:

Job Details:

Primary Functions:

• Receive customer problem reports and resolve problems immediately or within the scope of the documented Service Level Agreement when possible. Complete SR (Service Requests) and incidents as required.
• Proactively assist users in preventing future problems by looking for root causes, correcting them, and providing training. Communicate to others at the Helpdesk and IT Technical Services Department potential problems and or patterns of errors.
• Installation and maintaining all hardware assets. This includes hardware support for desktop computing equipment, multi-function printers, and assisting with Network routers / switches, and other IT related hardware.
• Provide support to all users on the network, both hardware and software.
• Document all communication to and from customers, including resolution and follow-up notes using the HEAT ticketing system
• Answer questions regarding system procedures, system status and downtime.
• Coordinate and track hardware inventories for add/change/delete requests.
• Responsible for employee moves, office openings and closures, including but not limited to moving desktop equipment, phones and networking equipment.
• Responsible for maintenance of knowledge base to assist with timely troubleshooting.
• Responsible for maintenance/tracking/check out/in of loaner laptops, and other IT equipment
• Assume other duties/projects as they arise and be responsive to the needs of the department

Qualifications:

• High School diploma or equivalent.
• Minimum two years of PC Support or Help Desk Experience.
• A Certification at time of hire or within 6 months of hire.
• Excellent verbal and written communication skills: phone, personal, and written
• Knowledge of LAN/WAN technology.
• Technical knowledge of Microsoft software and Dell Hardware preferred. Knowledge of HEAT is a plus.
• Strong ability, desire and enjoyment in working with others, both employees and customers, with cooperative, professional, and friendly attitude.
• Be a self-starter, dependable, and accurate in completing responsibilities with strong attention to detail and organization.
• Ability to maintain effective communication and working relationship with co-workers, manager, branches, and home office departments. Able to work as part of a team, as well as independently and with people of diverse background.
• Possess good judgment, ability to accept responsibility and handle confidential information. Good at problem solving, research, and decision-making. Ability to follow policies and procedures.
• Able to learn quickly, ask questions, take instruction constructively and be flexible in doing assorted tasks.
• Regular and punctual attendance.

Physical Considerations:

• Lifting up to 50 lbs, multiple times per week (includes moving equipment from desk to desk);
• Crawling under desks/tables to set up and move cables;
• Installing equipment in rack systems, and moving heavy equipment into place;
• Driving or flying to other work locations to work on equipment set-up. Up to 25% travel may be required. Valid Driver's License.

This Position Description may not be limited to the Functions and Requirements as outlined, now or in the future. For example, changes in corporate needs, position demands, or individual performance may result in changes to the Functions or Requirements of this position.

Area: