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Job Summary

Provides technical assistance and support to users, employing a high degree of customer service, technical expertise and timeliness. Uses a wide variety of techniques for resolving problems. Troubleshoots and resolves all end-user problems and ensures correct operations of computers. Identifies and resolves hardware, software, and operator problems, makes minor repairs and refers to service personnel.

Job Duties

• Effectively handles unique or complex customer requests
• Demonstrates expertise in repair and / or diagnosis of PC hardware, laptops and peripherals
• Monitors and updates internal trouble ticket system on a regular basis
• Answer the Help Desk phones in a courteous and friendly manner
• Monitors e-mails and voice mails
• Provides technical support for PC hardware and other IT peripherals
• Installs, troubleshoots, and administers Windows, Macintosh, and Linux hardware and software
• Creates documentation for customers
• Provides high-level support for applications
• Works with hardware and software vendors to resolve equipment failures/problems
• Applies moderately advanced knowledge of PC applications and support; technically able to resolve 70% of PC (hardware) and/or applications (software) support procedures with minimal direction
• Coordinates with developing and implementing upgrade projects for assigned area
• Independently handle new PC configurations and software installations
• Assist in special product related issues as needed
• Drafts proposals, methods and procedures to improve computer operations and processes as required
• Other Duties as assigned

Basic Qualifications

• High School Diploma or GED required
• At least 4 years related experience in either PC and/or Macintosh hardware and software desktop support
• Excellent customer service skills and previous work experience in a customer service IT oriented environment
• Proven ability to successfully manage multiple projects simultaneously and the ability to prioritize projects with frequent interruptions is required
• Ability to troubleshoot technical problems
• Familiarity and experience with multiple operating systems
• The candidate must be able to communicate effectively, both verbally and in written communications, with end users in a non-technical fashion and with all levels of staff
• Ability to lift at least 25lbs. of computer equipment or furniture. Selected candidate must have the ability to crawl and/or crouch on the floor to troubleshoot computer peripherals
• The successful candidate must pass a pre-employment background investigation and post-offer physical examination to be hired for this position

Required Documents

• Resume