Position Summary: Provide technical assistance, guidance, troubleshooting through Level 1 support. Escalates issues to Level II/III when needed. Monitor helpdesk calls, unlocking users, resetting passwords, answering Microsoft questions and helps maintain client desktop software and hardware with supervision. Consults with internal IT team to resolve user request when needed. Reports to Network/Helpdesk manager.
Desktop, laptop, application and basic network administration and maintenance, including (but not limited to) the following: Software updates, profile management, Desktop performance management and managing account within active directory.
Creating and managing user accounts and permissions, managing desktop firewall profiles,
Performs basic hardware troubleshooting and repair for desktops and laptops.
Answers helpdesk and provides user support for basic and advanced troubleshooting of desktop and laptop hardware, and provides basic application support. Actively supports end users in a helpdesk role.
Communicates issues, tasks, projects, etc. with appropriate staff and provides weekly detailed updates of work including time accounting. Provides updates to supervisors, stakeholders, business process owners, sponsors, and management.
Responsible for accomplishing all other duties and tasks necessary to achieve the goals of the position as directed by supervisors.
High level of ethics. Able to create and maintain good working relationships with internal and external customers, end-users, co-workers, and management. Presents a positive and patient demeanor to customers and is able to maintain composure and a calm attitude. Self-motivated with the ability to prioritize, meet deadlines, and manage changing priorities.
Good verbal expression, clear and concise writing, and an ability to explain and present basic IT subject matter to non-technical audiences. Able to conduct training sessions with agents, leaders and others. Keeps data and information confidential as directed.
Capable of grasping new technologies quickly and understanding how they can be utilized. High self-learning skills, able to pursue self-directed learning when given research topics from supervisors.
Highly competent with Microsoft Office Suite product. Basic competency necessary for the installation and initial configuration of all desktop/laptop applications. Familiar with Microsoft Active Directory, Microsoft Exchange, Microsoft Windows 7 and XP. Understands basic concepts of LAN and WAN operations.
Capable of selecting, building, and repairing desktops, laptops. Requires the ability to carefully disassemble and reassemble computer hardware in a consistent and repeatable fashion.
College Degree (Associates or BS) and equivalent of 1 years of work related experience preferred.