To Apply for this Job Click Here
JOB DESCRIPTION
Position Description
This position is responsible for providing first level support to end-users on hardware, software and network related problems, questions and use. Provides first-level problem resolution on the telephone with users; and walks the user through a series of steps to determine problem; classifies level, priority and nature of problem. Responsible for opening, escalating, tracking and closing trouble tickets while promoting end-user satisfaction.
Position Accountabilities
· Respond to teammate support requests via telephone and email.
· Diagnose and resolve information technology hardware and software issues.
· Develop and maintain a professional level of proficiency within Information Technology.
· Identify and escalate situations requiring urgent attention.
· Capturing and documenting the details of an issue and troubleshooting steps taken in order to escalate the issue or document the identification and resolution; using a ticketing system to track and route problems and requests and document solutions.
· Work with IT teammates to research and document problem resolutions.
· Work independently to research and resolve technical issues.
· Work with IT teammates in researching and writing technical documentation.
· Maintain knowledge of IT roles and responsibilities.
· Performs other related duties as assigned.
· Assist with maintaining hardware / software inventory.
Organizational Relationship
This assignment reports to the Supervisor – Help Desk
Position Qualifications
Education & Experience
· High school diploma or equivalent and some computer training certification program.
· Degree in a computer technology field or related fields is preferred.
· Two plus years of experience and/or training; or equivalent combination of education and experience.
Knowledge & Skills
- Ability to communicate and interact successfully with a diverse community and to develop and maintain positive professional relationships with colleagues and staff members.
- Attention to detail.
- Creative thinking and problem solving.
- Ability to capture and communicate the context of a situation.
- Ability to work both independently and as a team member.
- Ability to delve into and achieve understanding of a problem or request in order to offer the most appropriate possible solution.
- Must be able to recognize questions that go beyond the scope of services provided by Technology Services and make accurate referrals to other service providers as needed.
- Strong working knowledge of Microsoft Operating Systems and Office productivity products.
- Ability to work on multiple assignments with minimal supervision.