Following established guidelines, responds to telephone inquiries concerning support, systems status and network connectivity. Documents and may resolve basic problems regarding business applications and hardware/software. Records inquiries and may direct request to appropriate area/individual within IS and follows up to ensure client satisfaction. Escalates problems to senior staff when solution is unclear.
Performs routine daily tasks with detailed instruction associated with operations of the computer environment. Documents and communicates outcomes of tasks. Performs PC setup and deployment. Responsible for Help Desk calls and emails. Coordinates new employee IS training.
Maintains and updates system policy and procedure manuals based on input from managers or senior members of the team.
Coordinates and updates disaster recovery documentation. Coordinates meetings, gathers input and facilitates updates to documentation and publishing documents within the environment.
Enters invoices into accounting system in support of the IS budget and accounts payable processes. Orders required hardware and peripherals as needed.
May participate in activities supporting audits. May develop documentation, gathers information from IS individuals/business areas, and coordinate with external resources.
Performs other duties as assigned
Education: Associate degree in business administration, computer science, management information systems or related industry designations
Experience: 2 or more years related network experience
Skills: Excellent customer service, problem solving, written and verbal communication skills, detail oriented, have ability to multi-task, ability to work with all levels of employees, and be a team player with strong interpersonal skills and adaptability. Proficient with Microsoft Windows, Microsoft Office, and basic PC hardware troubleshooting skills.