Purpose of Position:

Ensure proper computer operation for end users to accomplish business tasks, receive, prioritize, document, and actively resolve end user help requests.

Job Responsibilities and Duties:

• Conduct problem resolution involving the use of diagnostic and help request tracking tools.

• Provide in-person, hands-on help at the desktop level.

• Field incoming help requests from end users via both telephone and e-mail in a courteous manner.

• Prioritize and schedule problems; escalate problems (when required) to the appropriate experienced technician.

• Solve practical problems and deal with a variety of variables in situations where only limited standardization exists; interpret a variety of instructions furnished in written, oral, diagram or schedule form.

• Install, configure, test, maintain, monitor, and troubleshoot associated end user workstation software and networking software products.

Additional Responsibilities:

• Perform other duties as assigned.

Education/Experience:

• High School diploma or equivalent is required, unless otherwise waived by Human Resources Management.

• One (1) year of IT technical support experience preferred.

• Technical certifications or a combination of education and experience preferred.

• Excellent interpersonal skills, written and verbal communication, proven analytical and problem-solving abilities required.
Must be able to work Nights, Weekends, and Holidays