Under general supervision, troubleshoots and responds to service desk tickets for software and hardware issues, including remote support of PC's and peripherals in a networked environment. Escalates problems not resolved within established service levels. Follow-up with customers to ensure satisfactory incident closure, and updates and closes call records for work performed. Ensures work is performed in accordance to company policies, standards, and procedures.
Assists with installing and de-installing software, PC's and peripherals as required. Performs own work and provides assistance to others as directed. Job tasks, correctly performed, have minimal impact upon the viability of the organization. Error is readily ascertainable by the supervisor and can be corrected. Skills are typically acquired through completion of an undergraduate degree in an MIS field is desired. Desired technical skills acquired through A+ certification or equivalent work experience and 3 years of experience in desktop support in a Microsoft environment. Must
possess basic desktop hardware knowledge, proficient use of Microsoft operating systems, understand the basic use of Microsoft office suite and basic understanding of computer networking.