POSITION PURPOSE Applies technical knowledge to assist internal users experiencing any procedural or operating difficulty with the use of IT applications, products, or services. Acts as a liaison between the requester and IT staff or vendor. Ensures the support function of the IT department achieves response time Service Level Agreements. ESSENTIAL FUNCTIONS AND BASIC DUTIES 1. Ensures the Help Desk operates as a highly professional service that meets the needs of the company. 2. Coordinates investigations to resolve information system issues. 3. Serves as main point of contact to triage and escalate IT support tickets. 4. Monitors department response times and department SLAs. 5. Provides desktop and application support to end users for technical issues by responding to calls from users and performing troubleshooting over the phone and remote access software. 6. Conducts research to understand, explain and resolve technology issues. 7. Communicates updates to users that have been or may be affected by a problem. 8. Follows up with users after problems have been resolved. 9. Utilizes help desk tracking software to present recommendations and improvements for user systems. 10. Initiates onboarding procedures for new users into the system. 11. Ensures response times are quick and effective to appropriately resolve requests. 12. Coordinates referrals to technical, professional or service personnel depending on the repair, training, service or software issue. 13. Handles moderately complex issues and problems, and refers more complex issues to higher-level staff. 14. Possesses solid working knowledge of subject matter. 15. All other duties as assigned. QUALIFICATIONS EDUCATION/CERTIFICATION: Bachelor’s Degree in Business or Computer Related field Industry standard certifications preferred (A , NET , or Microsoft) KNOWLEDGE/EXPERIENCE REQUIRED: 2 – 4 years experience in related field. Knowledge of PC hardware and connectivity components, strong knowledge of computer operating systems, networking and software. SKILLS/ABILITIES: Troubleshooting Skills Solid customer service experience Ability to foster teamwork Proficient in Windows OS and other software products Decision-making skills Oral and Written communication skills Ability to identify and seek needed information/research skills Technical expertise Basic hardware trouble shooting skills Flexible work schedule Solid customer service experience Anticipating, recognizing and resolving various technical (hardware, software, application or operational) problems. WORKING CONDITIONS: Typical office environment