Description

Job Purpose/Summary:  Provides software and hardware support services to internal users of the organization’s computer systems and IT network. Acts as a support and resolution resource, including answering questions, providing advice, investigating and troubleshooting, and following up to assist users. Ensures all incidents and requests are analyzed, resolved and reported back within the promised timeframes. Leads the Help Desk.

 

 

Essential Functions:

 

  • Responds, analyzes, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance and from users experiencing problems with hardware, software, networking, and other computer-related technologies.
  • Works to solve non-routine or complex software, hardware, and procedure problems or escalating to other IT personnel.
  • Consistently creates tickets for managing requests and incidents in Help Desk ticketing system in a timely manner.
  • Leads the performance of the Help Deskin ticket creation and management of requests and incidents.
  • Configures and deploys personal computers, software, and peripheral equipment.
  • Creates domain, email and other system accounts as requested.
  • Provides training to other IT personnel as appropriate.
  • Analyzes help desk activity and makes recommendations for changes in help desk procedures and systems to upper management.
  • Leads the execution of help desk procedure changes approved by upper management.
  • Contacts software and hardware vendors to request service regarding defective products.
  • Tests software and hardware to evaluate ease of use and whether product will aid user in performing work.
  • Writes software and hardware documentation and recommendations for other IT staff.
  • Develops documentation materials such as steps and screenshots for users.
  • Trains users on software and hardware on-site or remotely as needed.
  • Contribute technical solutions to the Knowledge Base (KB).
  • Improve knowledge of, and ability to operate, all technical support tools and technologies.
  • Performs special duties and other projects as assigned.
  • Adheres to all company policies.
  • Accomplishes all tasks as appropriately assigned or requested.

 

Knowledge Of:

  • Microsoft Operating Systems: client and server
  • Microsoft Office 365, especially Outlook, Word and Excel
  • FreshService Service Desk and Management Suite
  • Palo Alto Cor-tex Anti-Virus
  • Mobile Device Support: Android and iOS
  • Network and local client printer support
  • WiFi configuration and troubleshooting
  • Remote and VPN support

 

Skills and Abilities:

  • Strong interpersonal, verbal and written communication skills.
  • Strong analytical, problem solving and organizational skills.
  • Takes initiative and works independently with attention to detail.
  • Contributes to building a positive team spirit.
  • Seeks increased responsibility.
  • Offers help/training/mentorship to other IT personnel as needed.
  • Follows instructions and responds to management direction.
  • Follows policies and procedures and upholds company values.

 

Minimum Qualifications:  This position generally requires an Associate’s degree (A.A.) or equivalent from a two-year college or technical school and four to five years related experience.

 

Working Conditions:  Work is mostly performed in a 24-hour/365 day office environment sitting at a desk utilizing computer keyboard and telephone for an extended period of time. May be required to work overtime as needed to fill in for vacation and sick relief, including weekends and holidays.  Regular and predictable attendance is a requirement.

 

Physical/Mental Demands:  While performing the duties of this job, the employee is frequently required to sit; use hands or fingers; handle or feel; talk and hear.  The employee is occasionally required to reach with hands and arms.  The workday usually has a high number of interruptions and priority changes necessitating the need to remain flexible and focused in order to accomplish tasks.

 

Position Content: This job description is not intended to be and should not be construed as an all inclusive list of all the responsibilities, skills, working conditions associated with the position.  While it is intended to accurately reflect the position activities and requirements, these requirements may change over time.  Management reserves the right to modify, add or remove duties and assign other duties as necessary.

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