JOB PURPOSE: The primary responsibility of this position is to operate the IT Help Desk and assist end users with technology issues.Assist the IT Support management with the setup, support, and accurate asset management of all company workstations, phones, printers, and applications. ESSENTIAL FUNCTIONS: Duties and Responsibilities • Operate the organization wide Help Desk using provided tools including but not limited to, ticketing system, call queue, and email to provide timely and effective problem resolution for end users • Escalate issues to other resources within the department as needed • Maintain a high level of customer satisfaction • Monitor requests to ensure swift closure; escalate issues to management as needed • Coordinate equipment moves and setup at the division offices and sales communities as approved by IT management • Maintain a detailed inventory of the organization’s computer related equipment • Maintain and repair stock workstations and printers for redeployment • Develop training material and assist users in the proper use of hardware and applications • Assist Systems Administrators with system maintenance and troubleshooting • Must have valid driver license for business travel with auto insurance that meets company policies • Occasional business travel with overnight stay as required by IT Management • This is an onsite position • Other duties as assigned QUALIFICATIONS: Knowledge and Skills Technical knowledge of computers, networks, printers, and wiring Working knowledge of Microsoft operating systems; proficiency in Microsoft Office Suite Ability to work independently and in a team environment Ability to follow through with multiple projects, with minimal supervision Strong communications skills, ability to assist customers in person and on the phone Ability to learn and adapt to evolving technologies Education and Work Experience AA degree in Computer Science AND One year of experience working as an IT Support Technician OR Equivalent combination of technical education and/or work experience Comprehensive knowledge of PC hardware and software installation, repair, testing, and troubleshooting
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