What are the responsibilities and job description for the IT Customer Support position at Integrated Resources, Inc ( IRI )?
Schedule: Monday-Friday 8-5
Job Description:
The role will provide basic, on-site Level 1 IT support.
This includes helping users troubleshoot common Outlook and Windows issues, assisting with general computer problems, setting up laptops for new hires, and helping them log in for the first time.
Provides quality customer support to end users.
Provides technical support for personal computers and peripherals.
Installs, troubleshoots, services, and repairs personal computers including software, hardware and peripheral devices such as printers, monitors, etc. Connects personal computers and to existing data networks.
Monitors assigned queues and responds to service desk tickets, and enters relevant fix information to be used for root cause analysis; appropriately hands off tickets to Level 3 (applications or infrastructure experts) as required.
Maintains trouble logs, including wireless, VPN, and Hotspot connections.
Instructs users in the basic usage of personal computers.
Investigates information, network, and communications needs of users and makes recommendations regarding software and hardware purchases.
Makes recommendations for the continuous improvement of IT processes and systems for the betterment of the user experience / elimination of core issues.
Performs voice over internet protocol, and network software configuration, desktop engineering including, Windows OS, Mac OS, etc.