This position is responsible for analyzing and resolving routine to moderately complex information system issues for end-users anywhere in the environment. These issues might be related to the desktop computing environment, network applications, production applications, and hardware.
Essential Duties and Responsibilities:
- Support services and administration for common business applications and third-party software.
- Install, configure, test, maintain, monitor and troubleshoot end-user workstations, hardware, software, and network equipment.
- Technical services and support for WAN and LAN connectivity, switches, firewalls, and wireless access points.
- Printer and copier support and management; removal, installation, server driver configuration.
- Support and administer phone system
- Asset management support
- Perform timely and accurate scheduled maintenance and service tasks as needed for customers
- Communication with customers, as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.
Additional Duties and Responsibilities:
- Ability to work in a team and communicate effectively
- Escalate service or project issues that cannot be completed within agreed service levels.
- Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals.
- Create and maintain customer documentation to include systems, processes, issue resolutions, etc.
- Enter all work notes in service or project tickets within internal ticketing system.
Knowledge, Skills, and/or Abilities Required:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Professional IT Certifications, such as: Microsoft MCP, MCSA, MCSE, CompTIA Network+ or CompTIA A+.
- Minimum two (2) to five (5) years of Desktop Support experience; field work is a plus.
- Interpersonal skills, such as: telephony skills, communication skills, active listening and customer care.
- Analytical, critical and deductive reasoning required to troubleshoot network issues.
- Ability to multi-task, adapt to changes quickly while following processes and procedures and take direction positively.
- Competent in communicating technical information to technical, as well as non-technical end-users.
- Service awareness of all organization's key IT services for which support is being provided.
- Understanding of support tools, techniques, and how technology is used to provide IT services.
- Self-motivated with the ability to work in a fast-moving environment.