Accountabilities

• Manage and staff company help desk center. Log and document all calls
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Modify and customize commercial programs for internal needs
• Prepare evaluations of software or hardware, and recommend improvements or upgrades
• Oversee the daily performance of computer systems
• Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications
• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software
• Prioritize and schedule problems. Escalate problems (when required) to 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 the final resolution
• Apply diagnostic utilities to aid in troubleshooting
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the internet to aid in problem resolution
• Identify and learn appropriate software and hardware used and supported by the organization
• Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications

Qualifications

• High School diploma or equivalent, and/or 1 year work experience in related field required
• Knowledge of basic computer hardware
• Experience with desktop operating systems including Windows
• Extensive application support experience
• Working knowledge of diagnostic utilities
• Good understanding of the organization's goals and objectives
• Exceptional written and oral communication skills
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills

Special Requirements
This position is subject to high-level visibility through verbal and written communications with both staff and management. Must be available for on-call support. Must be able to work overtime as needed.
Must be able to lift up to 35 lbs. Must be able to sit, stand, bend to ground level.