Job Description

This IT Support position is responsible for first level problem determination, incident recording, problem resolution and problem escalation for supported products and services. These products and services include networks, client/server systems, Windows desktops, desktop application software, phones, and peripheral devices.

This position is also responsible for IT administrative tasks such as purchasing, asset management/inventory, and vendor management.

Standard work hours are Monday-Friday, 8am-5pm. This is a salaried position. Some work outside of normal work hours, including weekends, may be required.

You will be responsible for:

Resolve computer support problems reported to help-desk

•      Provide first-level contact and problem resolution for all users with hardware, software and applications problems.

•      Use advanced troubleshooting skills to resolve user-reported problems using available tools and following procedures and policies for the handling of support cases.

•      Obtain and convey concise problem information for external and internal service personnel.

•      Provide accurate and timely logging of problems and resolution for problems in the helpdesk system.

•      Escalate problems as appropriate following helpdesk procedures.

•      Act as a liaison between customers and internal support staff to assure accurate problem interpretation.

•      Act as a liaison between customers and internal support staff to assure accurate problem interpretation. Maintain communications with customers during the problem resolution process.

IT administration, documentation, records and procedures

•       Review and update helpdesk documentation.

•       Review and recommend modifications to procedures.

•       Gather and input data for regular reports.

•       Maintain an inventory of all IT assets

•       Purchase desktop computer hardware, software and peripherals. 

•       Track expenditures and budget for future expenditures.

•       Other projects and duties as assigned.

Training and Quality Improvement 

•      Maintain in-depth knowledge of helpdesk supported products and services.

•      Perform coaching and mentoring for helpdesk staff as assigned.

•      Perform end user training on desktop computer products and services.

KNOWLEDGE, SKILLS, & ABILITIES

Associates Degree or similar technical training in information technology.

Knowledge of:

•      5+ years working in a helpdesk environment supporting Windows desktop users.

•      3+ years managing IT assets and purchasing end user technology.

•      Formal training in Microsoft Windows and Microsoft Office products

•      Basic training and experience in networking, Active Directory, and Exchange.

•      Advanced knowledge of information technology products and services.

Skills in:

•       Excellent communication skills including; written, verbal, and listening.

•       Demonstrated analytical and troubleshooting skills.

•       Shows initiative and acts independently to resolve problems while balancing other priorities.

•       Must be a team player who will ask for help when stuck on an issue for an extended time period, report mistakes asap, and plan with teammates when necessary for successful outcomes of IT Requests.

•       Must be well organized, dependable, and maintain a positive attitude in this high paced position. 

Ability to:

•       Ability to achieve successful outcomes while handling difficult situations and customers while always staying positive and professional.

•       Manage multiple priorities and follow through on projects to completion.

•       Must be able to lift 30lbs.

The position requires the ability to lift up to 30 pounds. Pre-employment physical is required as well as a background check.

  PREFERRED QUALIFICATIONS

•      5+ years working in a helpdesk environment supporting Windows desktop users.

•      3+ years managing IT assets and purchasing end user technology.

•      Formal training in Microsoft Windows and Microsoft Office products

•      Basic training and experience in networking, Active Directory, and Exchange.

•      Advanced knowledge of information technology products and services.

•      Excellent communication skills including; written, verbal, and listening.

•      Demonstrated analytical and troubleshooting skills.

•      Must be a team player who will ask for help when stuck on an issue for an extended time period, report mistakes ASAP, and plan with teammates when necessary for successful outcomes of IT Requests.

•      Manage multiple priorities and follow through on projects to completion.