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