* answers, evaluates, and prioritizes support or assistance requests in the help desk tracking system.
* maintains the help desk system with all required information such as: hardware, software, users, issues, resolutions and monthly system reports.
* communicates with user(s) to collect information about problem(s) and effectively diagnoses and resolves technology related problems and issues.
* communicates with user expected or found issues, time to resolution and proactively trains users, when possible, how to avoid future similar trouble issues.
* communicates with it vendors to request service for defective products or returns / replacements.
* listens to customers’ needs for new services and provides recommended solutions as well as quotes for purchases to be routed through the proper purchasing systems.
* installs, removes and relocates personal computers, software and peripheral equipment as needed to meet specific application requirements and leased equipment installation / replacement schedules.
* develop training materials and user manuals for often used software, hardware and technology including steps and uses.
* help develop and setup it training classes on-site and or recommend external contracted training where required.
* support phone system and cell phone requirements and services.
qualifications:
* high school graduate or ged
* two years of college or university or two to four years related it work experience.
* good knowledge of it systems and support.
* able to read, analyze and interpret general business periodicals, professional journals, technical procedures or governmental regulations.
* ability to write reports, business correspondence and procedure manuals.
* ability to effectively present information and respond to questions from individuals or groups of managers, users, customers and the general public.
* able to do basic math including add, subtract multiply and divide.
* able to solve practical problems and deal with a variety of complex issues that may arise.
* advanced computer knowledge in mainstream hardware and software systems.
* able to support and work in a fast paced team environment.
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