Job Description
Provides advanced technical support to the Organizations' computer equipment and users by performing the following duties.
Essential Functions & Responsibilities
- Answers, evaluates, and prioritizes incoming telephone, voice-mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies
- Handles problem recognition, research, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff
- Logs and tracks all issues using ticket tracking system
- Assists in software and hardware upgrades and new installation
- Install/Configures personal computers, software, and peripheral equipment
- Serves as an escalation point to our IS Support Specalist I
- Install/Configures/Maintains VOIP equipment
- Maintains equipment inventory
- Assist in maintaining the IT Server Room and closets
- Assist in maintaining the departments knowledge base and additional documentation
- Assist in maintaining server downtime by performing pro-active server maintanance tasks
- Train users on software/hardware
- Develop and recommend cost effective technical support improvements
Required Education and Experience
- High School Diploma
- 4+ years experience Level 1 Helpdesk
- Knowledge of hardware and networking
- Proficient in Windows
- A+ certification (plus, not required)