What are the responsibilities and job description for the IT Co-op position at Yaskawa Motoman Robotics?
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
- Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
- Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
- Record, track, and document help desk requests.
- Build rapport and elicit problem details from help desk customers.
- Manage print center functions such as printing training manuals.
- Prioritize and schedule problems. Escalate problems (when required) to the appropriate resource / supervisor.
- Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
- Identify and learn appropriate software and hardware used and supported by the organization.
- Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
- Install anti-virus software.
- Perform preventive maintenance, including checking and cleaning of workstations, printers, and peripherals.
- Test fixes to ensure problem has been adequately resolved.
- Perform post-resolution follow-ups to help requests.
- Evaluate documented resolutions and analyze trends for ways to prevent future problems.
- Develop help sheets and frequently asked questions lists for end users.
- Manage warranty fixes, including scheduling service, ordering parts and returning failed components.
- Perform end user training in areas such as Operating System functionality, application specific products such as Office suite, e-mail, voice-mail, network access, etc.
- Occasionally assist with mail runs.