Core Function:

Work to assist staff to resolve technical issues and provide courteous and knowledgeable assistance with questions. Phone support provides 1st level support for the Help Desk including research and resolution for technical problems. They serve as the primary contact for solving, assigning, and escalating tickets properly and escalate calls to 2nd tier support as needed.

• Identifies, researches, and resolves technical problems.

• Responds to help desk tickets, telephone calls, and e-mail and personnel requests for technical support.

• Tracks and monitors the problem to insure a timely resolution.

• Manage user systems, applications and office productivity appliances: maintain repair or upgrade desktops, laptops, printers, scanners, copiers, and fax machines; maintain and support Windows desktop and applications (MS Office Suite), install vendor critical and security patches and updates.

• Provide support for all user IT support issues and work with available resources, hardware and software vendors to provide effective solutions, break/fix and problem resolution.

• Serve as the IT Liaison to external partners, software and hardware vendors for problem resolution, information gathering, system upgrades and maintenance.

• Safeguard the company's operating data through a formalized and documented program of security administration and data backups.

• Establish, enforce and monitor policies and procedures to ensure appropriate usage of information systems.

• Develop and maintain desktop support procedures, and prepare end-user documentation

• Manage infrastructure assets: vendor support agreements, software licenses and keys, hardware leases, service contracts, asset inventory and labeling.

• Evaluate, design and implement new systems (software and hardware) to increase productivity, enhance business operations and services, and reduce manual or paper processes.

• None

• Associate's degree in computer science or related field.

• Microsoft certified systems engineer (MCSE) desirable.

• Equivalent combination of education & experience will be considered.

• At least 1 year in a help desk support role. 1-2 years preferred.

• Demonstrates excellent verbal communication and writing skills.

• Demonstrates good customer service skills and motivation.

• Ability to work well with various people from staff to high-level administrators.

• Demonstrates experience in using, configuring, and troubleshooting Windows computer platforms in an active directory environment.

• Demonstrates experience using and troubleshooting various applications such as Microsoft Word, Excel, Access, Outlook, and Web based applications.

• Experience with configuration of Outlook/Exchange. Able to solve Outlook configuration issues such as permissions, views, calendar-sharing, email rules, data migration, etc.

• Working knowledge of LAN/WAN hardware and administration.

• Working knowledge of managed care operations desirable.

• Experience with imaging solutions such as Altiris desirable.

• Ability to lift and carry computers and computer monitors.

Work is generally sedentary in nature, but may require standing and walking for up to 10% of the time. Work is generally performed within an office environment, with standard office equipment available.