Description
Overview:Provides support of client PC systems as detailed in IS standards. Installs and supports PC hardware and software, ages assets, and provides appropriate documentation.
Responsibilities:
1. Basic-to-intermediate PC software and/or hardware systems troubleshooting and repair support via telephone or e-mail in accordance with service level requirements. Performs hard disk recovery. Provides basic maintenance on printers.
2. Installs and upgrades software via SCCM. Performs basic troubleshooting on software.
3. Supports current client operating system (Windows 7, 8 and Apple products).
4. Troubleshoots client backup issues while keeping in compliance with corporate standards.
5. Installs and tests basic anti-virus software; has the ability to explain and support current security standards.
6. Provides support to local and remote end-users as directed; maintains appropriate records.
7. Provides regular status reporting (oral and written).
8. Off-hours support required per regional needs.
9. Providing quality customer support from an information technology (IT) Service Desk.
10. You will also have frequent contact with internal and external IT customers, all service desk peers, and managers.
11. Performs other duties as assigned.
Qualifications:
1. AS degree with appropriate certification (MCDST or MCSA; A+). 2 years of helpdesk/service desk support; including MS Office, current client operating system, current client network, and customer services.
2. Evidence of essential analytical and troubleshooting skills.
3. Ability to resolve routine questions and problems with minimal direction; appropriate judgment on what to escalate; ability to manage several tasks at once; compliance with established procedures.
4. Good service orientation and communication skills.
5. Excellent communication skills (verbal and written) with the ability to communicate effectively via documentation, telephone, and e-mail with customers and peers in varying roles.
6. Must be well organized with the ability to prioritize
7. Ability to work well independently and within a team
8. Positive, customer oriented attitude
9. Ability to work in a fast-paced, demanding, and changing environment