Responsibilities:
* 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 users regarding expected or found issues, time to resolution, and proactively trains users, when possible, on 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.
* develops training materials and user manuals for often-used software, hardware, and technology including steps and uses.
* helps develop and set up it training classes on-site or recommends external contracted training where required.
* supports 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 of 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 addition, subtraction, multiplication, and division.
* 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.
* bilingual (english/spanish).
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