Position Summary
Responsible for installing and modifying software on clients/customers’ computers. Troubleshoot software issues, diagnose and repair, and ensure the system has complete functionality and is working properly. Works closely with the Solutions team on projects and guarantees users are supported and satisfied.

Responsibilities

• Monitors and maintains company technology for maximum access, which includes connecting and setting up hardware, installing work stations, loading all necessary software, monitoring security, providing system administration assistance and troubleshooting all issues in a timely manner.
• Receives, prioritizes and responds to incoming work orders, calls, and/or emails to the Helpdesk; provide technical assistance and support for queries and issues related to computer systems, software, and hardware; responds to queries either in person or over the phone; asks questions to determine nature of problem; walks user through problem-solving processes.
• Accurately documents instances of software and hardware failure, repair, installation and removal of other Helpdesk requests; reports to management on status and recommendations for improvements.
• Trains users in learning new company-provided applications and assists in problem solving for applications issues; coordinates activities in support of user training and assistance requests for all programs.
• Confers with users and other IT personnel to develop new approaches or alternatives.
• Follows all Helpdesk policies and procedures; completes tasks correctly and on time.
• Acquires and maintains functional knowledge of all network operating systems, hardware and software.
• Identifies and prepares hardware for safe disposal; ensuring hardware is secured and stripped before disposal.
• Performs other duties and projects as assigned by Supervisor and/or Management.

Knowledge, Skills and Abilities

• Excellent verbal and written communication skills, customer service skills and interpersonal skills.
• Strong analytical and problem solving skills.
• Technical skills; a demonstrated aptitude for acquiring greater skills
• Ability to read and interpret documents in work related documents such as operating instructions and procedure manuals. Ability to write routine reports and correspondence and fill out all paperwork associated with job.
• Highly organized and capable of effective, efficient multi-tasking and time management.
• Ability to work independently and in a team environment.
• Self-motivated to conduct research and problem-solve.

• High school diploma or GED required; Bachelor’s degree preferred.
• One to two (1-2) years similar experience preferred.
• Experience with Microsoft Office programs, including Word, Excel, PowerPoint and Outlook.