JOB PURPOSE: Provide customer/internal support for desktop/server/network, software, hardware and peripherals. Answer questions or resolve computer problems for clients in person, via telephone or from a remote location.
ESSENTIAL FUNCTIONS:
· Handle a high volume of incoming calls from customers and performing initial trouble shooting
· Desktop/server/network support, application, printing, network and application password changes
· Maintain accurate ticket creation and resolution in company Help Desk System (Connectwise)
· Update Helpdesk knowledge base with proven resolutions
· Customer prioritization and communication regarding problem resolution strategy and scheduled completion
· Escalate tickets to appropriate second level support as required
· General Computer maintenance
· Monitor Customer computer/network environments
· Monitor internal network/systems
· Proactive approach to identifying operational improvements
· Adhere to safety policy/procedures
· Flexibility in schedule to provide coverage to include days, nights, weekends and holidays
· Comply with the requirements of applicable certifications, legal and regulatory requirements, standards, and the Information Security Management System
ADDITIONAL RESPONSIBILITIES:
· Special project coordination assigned by management
· Cross train with other IT associates
· General housekeeping duties
· Overtime as required
· Other duties as assigned
Degree: Entry level - High school diploma or GED required. 0-1 years of related work experience. Certifications are a plus.
PERSONAL CHARACTERISTICS
Must be self-directed to accomplish goals but function as part of a team; willingness to interact/work with people of diverse cultures, races, and/or nationalities.
OTHER FACTORS
Motor vehicle record check(s) required for company vehicle. Must pass back ground check and drug screening. A valid driver’s license is required.
