Troubleshoots and resolves hardware/ software related problems.
Installs hardware and software in accordance with company policy.
Provides detailed description of steps taken to complete MACs or problems.
Ensures established SLAs are maintained.
Provides high degree of technical leadership & expertise.
Participate in projects /deployments as needed.
Assist and provide first tier support for end users in an effort to provide immediate resolution to problems.
Provides end user support, focusing on documenting and resolving most software related problems on initial contact, utilizing available tools.
Clearly and concisely document problem descriptions and resolutions.
Escalates problems to other support staff members according to problem description and severity.
Serves as technical resource to LAN users.
Ensures proper communication to end users of system changes and deployments.
Desktop Support: Personal Computer support, service desk environment, network support, software support and training.
Network Support: Local and wide area networks, infrastructure support, server management, security, telecommunications support
Plans and coordinates installation of hardware, software, and data communication updates, changes and enhancements.
Performs other duties as required. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management.
Qualifications:
Bachelor Degree or equivalent in Information Technology
Minimum two-year experience working with end users in a support environment.
Technical certifications are a plus.
Preference will be given to individuals with previous experience in a help desk environment or performing in a role for customer advocacy.
Knowledge and Skills:
Able to install, configure and troubleshoot hardware & software problems.
Must possess good knowledge of PC/LAN systems, and a good understanding of networks and network protocols.
Good knowledge of all hardware components, and peripherals.(i.e. desktop, laptops, printers) focusing on IBM and HP. Basic knowledge of Blackberry is a plus.
Software: Good technical knowledge of Win 2000/ Win XP, MS office Suite, Lotus Notes, AS400, and Cisco VPN software.
Must posses good problem solving skills, attention to detail and excellent customer interaction and communication skills.
Must be detailed oriented and work well independently.
Able to handle multiple priorities and always ensuring the highest level of quality.
Must possess the ability to communicate well with others both written & orally.
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