What are the responsibilities and job description for the Help Desk Support, Full Time 9:00 am - 5:00 pm position at Western Reserve?
The IT&S Support Services Specialist position provides direct, tier one customer support and trouble resolution for all IT services, computing platforms, software, and wireless devices. Provide level one (1) support for 750 users and for over 1000 devices in person, over the phone, and using remote desktop tools. Respond to support requests and then document the problem, the action taken, and the resolution in a ticket management system. Ability to analyze complex desktop, application, and network issues for break/fix support. Attempt maximum immediate resolution for all requests. Escalate complex issues to Tier 2 or 3 support along with full documentation of the problem. Install, configure, and troubleshoot Windows clients in an Active Directory environment. Support clients using network printers and scanners, Microsoft Office and various Windows platforms.
Education and Training
- High School Diploma or Equivalent required.
- A and Network Certification or a Microsoft 365 Certified or higher Microsoft certification is preferred.
- A two or four-year degree in a Computer related field of study can be substituted for certification requirement.
Experience
- One (1) – Two (2) years experience in a networked PC environment preferred
- Skilled in installing, configuring, customizing, upgrading, testing, and troubleshooting various windows products.
- Knowledge of troubleshooting PC hardware/software applications and operating systems, basic network troubleshooting, and various application troublshooting.
Schedule: 8:00 am - 4:30 pm - on call required every 5th week