Description

Responsible for providing end-user support for software, hardware, and network assistance. Relies on experience and judgment as well as pre-established procedure and instructions to identify, research and resolve technical problems presented. Documents, tracks and monitors the problem to ensure a timely resolution.

Essential Functions/Major Responsibilities: 

• Respond to and provide technical support services for our user base through telephone, voice mail, e-mail, and person-to-person requests.
• Monitor, research, and resolve technical problems, escalate unresolved issues to IT Director as appropriate.
• Track and monitor issues to ensure a timely resolution and maintain updated issues tracking resolution descriptions.
• Support installation, troubleshooting, and maintaining software, hardware, and peripheral devices in a LAN/WAN environment and overall entry level technical support. 
• Assist with creating and updating interdepartmental instructional procedures, training materials and end user guides as required. May prepare and give technical presentations on selected topics.
• Provides one on one operations, application, and IT procedural training to end users as required.
• Responsible for performing daily desktop support, network infrastructure maintenance, support and troubleshooting.
• Evaluates software and hardware by testing ease of use and applicability. Helps improve programs by notifying programmers or appropriate technical areas/staff of issues and recommending changes.
• Other duties as assigned.

Requirements

• 1 years of experience in technical, Help Desk or PC support role.
• Required knowledge of Microsoft Operating Systems and Microsoft Office Professional suites.
• iPhone / iPad device support and troubleshooting.
• Microsoft Surface and Dell device support and troubleshooting.
• Microsoft Active Directory and Office365 a plus.
• LAN/WAN technologies.
• Cabling systems and basic understanding of network infrastructure.
• Education/Microsoft or Computer Certifications not required, but a plus. 

Skills:

• Strong Organizational and analytical skills.
• Detail oriented.
• Effective verbal and written communication, and interpersonal skills.
• Motivated and willing to learn.
• Ability to work in a team environment.
• Willingness to train users.
• Ability to interface well with cross-functional teammates.

Job Conditions: Office environment. Walking, standing, bending, stooping. Ability to sit at computer terminal, use of keyboard. Ability to lift up to 30 pounds.