Role Priorities: Resolve helpdesk calls as expeditiously as possible Log all calls into Help Desk call tracking software Escalate calls to Sr. IT staff accordingly. Role Qualifications: Participate in the promotion of departmental philosophies and methodologies relative to the Help Desk. Supports users by understanding their systems to ensure timely problem resolution and minimize service interruptions. Work with Senior IT staff members to keep current on troubleshooting procedures and policies. Responsibilities: Respond to end users calls & email to Help Desk in prompt manner. Log all calls into online trouble ticket system Escalate calls as needed to Sr. IT support staff Provide Move, Add and Changes to phone system as needed. Install, configure and trouble shoot workstations and desktop applications. Obtain quotes and cut Purchase Orders as required to support department needs. Provide training to new users on email, desktop and phone system use. Use Remote control utility to troubleshoot user problems Work with Sr. IT members to obtain knowledge transfer for new systems and applications Must be able to lift computer & monitors when required for system installations. (15-30 lbs.) Must be flexible to adjust work schedule to meet department needs. Come in early and work late on a regular basis. Perform basic maintenance and troubleshooting on printers and workstations within the organization. Essential Skills & Experience: College degree desired but not required Mac support and functionality skill required 2+ years experience working in Help Desk or Computer Operations staff Maintain high moral standards, integrity and honesty. Excellent organizational skills a must Ability to effectively communicate with users, team members and Sr. Support Staff Utilize proactive approach towards problem resolution. 2+ years of technology experience in a global environment of enterprise systems, data networking, monitoring and desktop services. Problem analysis and problem resolution at both strategic and functional level Strong knowledge of Microsoft Active Directory Ability to install and support XP Strong team player Beneficial Skills and Experience: Strong customer orientation Excellent interpersonal and communications skills. Selfmotivator Technical Software Skills: Minimum 2 years in Word Processing, Network systems (Active Directory preferred) Microsoft Office (Word, Excel, Access, PowerPoint) Windows XP Desktop experience is required Working knowledge of Virus Software Working knowledge of recovery tools Working knowledge of Back-Up software Lotus Notes
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