DESKTOP SUPPORT POSITION
Position Overview:
Provide technical assistance and support for incoming inquires and issues through walk up, email, service tickets, and phone calls related to computer systems, software, and hardware. Respond to inquiries either through over the phone or email messages for customers seeking help. Analyze the issues and escalate to the appropriate IT team member when applicable.
Essential Job Functions:
1. The main function of this position is to provide level 1 support for incoming calls and tickets from our Service Desk and Help Desk. This includes assistance for Users that are having problems and monitor tech support emails requesting technical service or general questions.
2. Gather information and create a service tickets.

• If Help Desk technician cannot resolve the issue, escalate the information to the COC to schedule and assign a Desk Top Support Team Member to complete the ticket.
• As customer request calls are received via email, walk up, or phone call create a service ticket with information provided. Verify accuracy of contact person, location and phone number.
• Consult the technical service manager when input is needed on scheduling service appointments.
• Monitor and manage service tickets from creation thru closure.
• Review service tickets for outstanding work required.
• Attend Technical Services and project meetings when assigned.
• Receive “walk-up” customer hardware repairs and schedule service tickets
• Monitor work bench hardware status to assist when necessary. (Coordinate with assigned technician)
• Make weekly update to the On-Call service board and Bi-monthly create On-call schedule in NAITS Shared calendar.

3. Miscellaneous NAITS duties.

• Assist with internal NAITS computer problems as assigned.
• Assist training with the classroom imaging as assigned.
• Make basic user addition and deletions from Active Directory as assigned.
• Supply information to engineers and customers when requested.
• Help establish and document Hardware/Inventory Procedures and Standards.
• Other tasks/duties as assigned.

Skills, Knowledge, and Abilities Required
1. Advanced computer knowledge and hardware troubleshooting abilities.
2. Ability to communicate with customers, co-workers, management, and business contacts in a courteous, professional manner.
3. Ability to excel in a team setting.
4. Strong organization skills.
5. Ability to multi-task.
6. Have a working knowledge of help desk and managed services.
7. Ability to research and learn new software applications quickly.
8. Excellent technical writing skills in creating JIS, procedures, and standards.
9. Ability to work through stressful situations while keeping a positive attitude.
10. Honest and dependable.
11. Must be able to pass a background check