JOB SUMMARY: 

Performs problem determination and resolution and records all trouble situations reported to I.T.   Responsible for providing first level  support functions on desktop devices such as personal computers, laptops, printers, scanners, keyboards, computer mouse, card swipes, card embossers, Point of Sale terminals and PC based kiosks.  Position also performs support for telephones and telephony related installations and may support audio and video systems set-ups.

ESSENTIAL JOB FUNCTIONS:

• Respond to incident and service request tickets and ensure all client/user support requests are handled or escalated in a timely manner.

• Provide first-level support/configuration for all systems including software and hardware for all platforms, problem determination/isolation/repair, analyzing problem data, performing data analysis, documenting findings, escalating complex problems to the appropriate I.T. staff or service vendors and communicating final resolution to clients and users.

• Support installation and implementation of connectivity for desktop devices and telephony equipment.

• Responsible for completion and documentation of all assigned day-to-day tasks/activities per the Daily Work Schedule for each system and shift. These functions include first level support for clients/users requests, printing, routing, and other duties.

• Maintain the latest procedures and documentation for all desktop platforms.

• Perform intermediate technical tasks/repairs on all desktop platforms.

• Use the help desk log to track and close all client/user calls/problems reported to I. T.

• Ensure the computer/equipment room is maintained at prescribed temperature levels and in a clean and orderly condition.

• Provide one-on-one training clients/users.

• Monitor and report system performance issues as necessary.

• Participate in department driven projects.

• Maintain the confidential nature of matters pertaining to company records, policies, and customer lists. Shred reports containing sensitive data as determined by management.

QUALIFICATIONS:

• College training equivalent to an Associates Degree in Computer Science or equivalent technical training.  

Background experience in desktop support environment preferred.  Some training in the telephony field beneficial. 

• One year minimum experience in a technical support role.

• Strong personal computing skills recommended.

• Demonstrated basic to intermediate level technical/troubleshooting skills in the desktop environment and related hardware and software products.

• Ability to be trained in supporting various desktop configurations.

• Basic to intermediate knowledge of user environments.

• Demonstrated communication skills.

• Basic to intermediate analytical and problem-solving skills.

• Must have good customer service skills

• Must be well organized and detail oriented and be able to perform many tasks at one time.

• Ability to work in a high-pressure, fast paced environment.

PHYSICAL, MENTAL AND ENVIRONMENTAL DEMANDS:

• Must have visual acuity. 

• Must have constantly available transportation.

• Must have home phone.

• Ability to note audio or visual warnings or error messages from system.  

• Ability to smell.

• Able to lift, carry, push, pull, handle, reach or grip 50 pounds, above or below shoulders.