Job Description

Essential Duties:

  • Assists staff with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines.
  • Works with Help Desk and Network Operations staff as appropriate to determine and resolve problems received from staff.
  • Trains and orients staff on use of hardware and software.
  • Recommends and / or performs upgrades on systems to ensure longevity.
  • Assists in maintaining LAN/WAN records and, as appropriate, telephone systems cable.
  • Assesses functional needs to determine specifications for purchases.
  • Tests alternative pathways until you resolve an issue.
  • Directs unresolved issues to the next level of support personnel
  • Follows up with clients to ensure their systems are functional
  • Updates tickets and continuously coordinates necessary work

Knowledge and Abilities:

  • Strong problem solving and communication skills
  • Self-driven and highly motivated
  • Ability to work in a team environment
  • Excellent oral and written communication skills
  • Excellent attention to detail
  • Comprehensive understanding of endpoint operating systems, including Windows
  • Willingness to work flexible hours – shift work required including weekend shift hours
  • Must have high-energy work ethic and be available to work non-standard hours during peak season times.

Education and Experience:

  • 3+ years of help desk or desktop support or similar IT experience
  • Experience with Tier II phone support
  • High expertise with troubleshooting Windows, Operating Systems
  • Hardware: Laptops, Desktops, iPhone